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Business Profile

Insurance Companies

Matrix Absence Management

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 105 total complaints in the last 3 years.
  • 34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing this on behalf of my senior father. My father has worked for ** ******** for many years. On Christmas Eve he was committed to a hospital for a triple bypass. At that time I,*****, called on my fathers behalf and started the claim. We were given a point of contact in the form of ***** *** and she has been neglecting my fathers case. Finally the claim got approved but we had still never spoke to a person live. Since then my father had to get a pacemaker therefore extending his short term disability. My father is a military veteran who struggles from hearing loss due to his time in the military. So it makes it very difficult for him to hear over the phone. So typically I will put him on speaker phone and recite questions being asked and he can answer them at his own free will. My father has not been paid in weeks and at this point is owed well over ******* at the time of this communication. The way this company is treating not only their customers but senior citizens is absurd. The fact that I have to take this step to get someone to even return our calls is ridiculous.

  • Initial Complaint

    Date:03/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Twice now I have had to file a claim through this horrible company. Once I was unable to walk and this last time was a screen after a positive cancer test. Both times were denied as not a serious health condition. Yes cancer is not considered serious. For 3 weeks I had jumped through hoops getting paperwork filled and sent. Conflicting texts and emails bot generated saying paperwork complete, have not received paperwork, paperwork under review. App was completely useless, currently still says no paperwork received and pending at the same time. Calling was not much better in the automated voice told me they received the paperwork over 40 YEARS ago. Emails voicemails(once talking to an actual person after an hour of persistence) never getting a response even after I was told 2-3 days for review by said person. 5 days later an hour before my procedure (8 business days after they were faxed the paperwork)I get an email of denial on the claim. Good to see youre able to contact me at the most inconvenient time, with denial of claims. Worst customer service, completely inept employees, vindictively waste your time while waiting for medical care, and malicious, completely corrupt and worthless.

  • Initial Complaint

    Date:02/20/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My company contracts with Reliance Matrix to process leave requests, this company does absolutely NOTHING to assist with paperwork getting processed, my Radiation Oncologist submitted documentation stating that I will require Radiation treatment 5 days a week lasting up to 6-8 hours a day and additional appointments 1-6 appointments a month for treatment. Matrix processed and only approved for 5 episodes 1x a month for 8 hours I attempted to contact the assigned claims examiner via email and left a voicemail, I attempted to get in touch with a Supervisor, and I wasnt able to get in touch with anyone and emails/calls are not returned. I am dealing with time sensitive information and Reliance Matrix does absolutely nothing to assist. I have cancer and the stress that I have been put under trying to get my medical leave approved is incomprehensible! My radiation treatment started today and my paperwork is incorrect due to Matrix NEGLIGENCE and refusal to complete proper due diligence.

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had to go on short term disability in May of 24. They have failed to pay me in a timely fashion. When I do finally get paid, its not the correct amount. On October my claim turned into long term disability. I have not received any resolution to my claim. I was told to hold off on asking my doctor to release me so my claim advisor could work on it. I have not received any pay since October 21 , 2024. Now that Ive finally gotten. Ahold of a manager she tells me it was denied but now they are looking into it again. This has caused my family hardships beyond repair. They should be audited and out of business. Treating sick people this way is not ok. This truly feels like an age bias.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Not getting paid **** benefits ion time. Takes over a week and I have to constantly inquire.

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive been calling so you can release me so I can attend back to work. Thats very unprofessional of how you guys still havent got to it its been a week already and when I asked when they would get to it she said it just depends whenever they get to it itll take 3 business days when its been past 7 business days.

  • Initial Complaint

    Date:12/05/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to get my online account access disabled since before July 2024. I was forced by a previous employer to signup despite knowing I didnt have a claim. The last 2 attempts were: I spoke with **** on 11/15/24 who was forwarding the request to the examiner ***** ****** (spelling) to handle. It is 12/05/24, I have not heard anything, and can still login to my account. I tried calling again today and after being on holder over 5 minutes was told I needed to be transferred to a different department. I was then transferred back to the main menu instead of to the department I supposedly needed This has been going on over 6 months. I demand this company deactivate my online account that was never used because I never had a claim. Transcripts of these past 2 phone calls are attached. I also have the recordings but it will not let me send them through this submission. I no longer have the emailed requests - each time IT only reset my password which was not what I am requesting. I would like someone from the company to call me instead of me going around in circles trying to get to who can help me. Again, its been over 6 months trying to resolve this.

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been on short term disability since 5/26/2024. On 9/1/2024 my short term benefits were exhausted. On 10/25/2024 I was advised by my claim examiner that my short term benefits were exhausted on 9/1/2024 and without my knowledge that I could qualify for Long Term Disability. My claim examiner failed to mention this prior to 9/1/2024 to prevent me from receiving benefits so that I could continue to pay for my continued care for my therapy and other bills. Since then I have lost my car, phone has been shut off and I am unable to pay for my therapy and IOP. I felt as though I was discriminated as I sent a message to ****** back in September explaining my frustration as I need help. I provided all the documentation I needed to show for medical certification to be approved. My EMDR therapist and my PCP sent all information. And as I explained to ****** that I showed everything and that I really need this and my benefit payments I felt as though she wasn't helping because I expressed myself that I am very suicidal and that if she really cared she would help and that even if I had died that it seemed I was just another number to her and my daughter would lose her father. I am a single parent and this has also affected me in being able to support my daughter and has also affected me in being able to provide for basic necessities. I feel because I expressed this ****** **** became incompetent with me and wasn't helping from there on after. This all could've been avoided if she mentioned to me about Long Term Disability prior to 9/1/2024. I sent an email to her supervisor ****** ********** ***********************. This is my life and as much as I want to work, I cannot at this time work because of my mental health, so I am getting all the help I can to the best of my abilities. I hope you see the major concern that I have with this.. what if this was someone you loved, don't just pass me up and help me please! thank you.

  • Initial Complaint

    Date:10/29/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Failure to pay disbursements from ***** leave program, after confirming benefits amounts are due. This is after initially underpaying the benefit. After complaining and asking for an explanation, the remaining checks have not been issued at all.

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I put in my maternity leave request on 8/29 which was 30 days before my due date. I work for **** and I was told that I would be receiving 100% of my pay during the leave. This is my first time being on an extended leave with any company so I had a lot of questions. It took forever for the examiners to respond to me and I could never get an answer by phone. Today is 10/15 and I have not gotten paid yet nor have I heard from my claims examiner regarding when I will get paid. I reached out today to speak to a supervisor and there was none available. This is very frustrating and I just wanted my leave to go smoothly. I did not expect to stress about this on top of having a newborn baby.

Matrix Absence Management is NOT a BBB Accredited Business.

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