Matrix eServices Mobile

I am due to have surgery and was told to submit my information through this app. The representative had no answers for me and just kept referring me to the app. In trying to access it, the app kept telling me I was using cellular data…yes, I’m on my phone..it’s an app! It wouldn’t log in unless on Wi-Fi. I’m only giving 2 stars because it allowed me to upload my files on Wi-Fi easily. Other than that, the app is in need of an overhaul.

It took a solid 5mins for the login screen to process after submitting my info. Submitting documents is a pathetic. I had to take the photo and give it a name, but it wouldn’t submit. So, I logged out and back into to reset the client and upload documents. I had to do this 6x before it actually worked. As for “signing” anything, still won’t even let me. Every time I select the option to sign, it takes me to a blank white screen. No error message. No scrolling to see if stuck on top or bottom of the page. Just a white blank screen of uselessness with nothing to do and no where to go. This app is apparently the only way to sign because for some reason you can’t do it online. For something that’s required by employers for submitting medical time off, this is a worthless piece of junk and I hope the failures of this app don’t screw me out of pay or a job… you get ZERO STARS if it were possible.

This app is the worst app ever so inconvenient. I cannot get anything done. I can’t open any of the documents to view them. You have to download them to your text messages or other weird places. There’s no phone number to reach your examiner there’s no email address to to contact your examiner, I can’t find anything I’m looking for in there. It is absolutely the worst app ever they should’ve just left it alone. The other one worked perfectly fine. Whoever developed this. The documents I need to view are all on a time schedule and if I can’t open them to view them, then this app is absolutely worthless please somebody fix it.

I received some generic, grammatically incorrect response, to my review. The instructions took me to just one more non-functioning link. What does it take to reach a real person that knows something about my company and state leaves? A miracle!!!! Original review below. This app is terrible. I am planning a leave for March 2024. I would like to review information now. I am being proactive because of all the issues my coworkers are having Every attempt at more information is a useless loop back to the more information page. I thought Unum was bad but Matrix makes them look like the elite leave processing provider. Your company is being paid for services you are making impossible to access. Messages go to no place! I want to see paperwork for OR paid leave, find information about how the state paid leave works in conjunction with my short-term disability benefits and how FMLA/OFL work in combination with both. Why!? can’t I simply find instructions and blank forms?

I have been trying to reset my password several times. It verifies my Email and says it is sending an Email. Have not reciprocated an Email. I have called several times to get a claim started and been on hold > 6-10 minutes. Non of this is helpful when you are already stressed due to illness or illness of a loved one and you need to take a leave. By the time you receive help and complete the process you no longer need to be on leave. I have been working at this for 3 days.

The only benefit is you can download copies of your docs but these are emailed to you anyways. There’s no effective way to contact support on this app to ask questions so you end up having to call anyways. The app doesn’t save your login so you have to type your email and password every time. And because I have this setting turned on in iPhone and it works for all other apps, I assume it must be a bug. Not sure what the point of the app is.

App was easy to follow, intuitive and just worked as expected. Allowed me to manage my leave from my phone start to finish.

This app has the worst password integration I’ve seen in years. Can’t remember password, no Face ID, doesn’t pull log info from saved passwords in iOS, and won’t auto copy temporary passwords sent to sms. Makes logging in or resetting password way more difficult than it should be. As a new parent this is the last problem I wanted to deal with and incredibly annoyed.

I have not been able to access my account in this app or the desktop website. There is always some kind of error notification. I’ve submitted 3 help tickets already to get this looked at with no response in the past 3 or so weeks. I’m unable to check the status of my claim or upload anything. It’s unusable. Someone needs to address this pronto.

Longed in once successfully after that cannot log in anymore. Even tried to reset password to which it still did not send me an email or text as instructed. Horrible application to utilize when it impacts your work leave status, information. Work life balance is not this apps priority at all.

Using an app to communicate with the insurance company made all processes easy and quick and gave me immediate access to all my documents and to my claim person

So grateful for this easy-to-use app, especially when filing this type of paperwork can typically be stressful. Thanks Matrix for putting your clients first!

Great app making the leave process easier

Every time it takes a long time to login and failed later without a reason.

Entering DOB does not allow entering a date. It pops up a calendar where you can only scroll back a month at a time. My DOB is over 650 clicks ago. No way I’m doing that.

App never lets you use keychain, constant glitches throughout as well as wildly long loading time. Definitely needs an upgrade and some TLC.

This app is terrible. The back end doesn’t coordinate correctly with the user data to allow for a log on.

They do not care about helping you in any way they just are there for a check

I been on create a account for two hours the screen just keeps buffering.

This is what an irresponsible employer would use in order to pass the buck for issues relating to health and scheduling. If it’s not the APP it’s the HR representative if it’s not it’s the doctors office it’s the Matrix personnel.

This is one of the worst companies I’ve ever had to deal with. What an absolute joke. Horrible excuse of a company

Horrible app/company.

Garbage

Neither the file upload nor image upload options were functional, and had a pop up that would occasionally cause the app to freeze entirely informing you of file size restrictions while not allowing you to select photos. The login process initially hung for nearly 2 minutes when I attempted to login and then failed to log me in. At least the password was kept in the box after the failed login attempt, but that is pretty much the only positive I can give. I had thought the function to take a photo and upload it worked, but received 3 calls the next day informing me that they do not have my medical information so clearly that also doesn’t work. It took me nearly an hour out of my morning to get the file uploaded that I was not informed of or able to upload through the website. I learned that it needed to be uploaded by a text on a Sunday morning. There are many parts of this app that are just explicitly broken and the fact that it was required for me to be allowed to return to work makes this absolutely unacceptable to me.

I usually don’t write reviews. But this app drove me nuts. The process of filing for my 70 yr old dads leave because of a family emergency is already stressful. At least make the experience something comforting. Also, why am I forced to download this app to upload documents, and not on the website? Why when I click on photos, it doesn’t take me to my recents and instead takes me to photos from 2 years ago? Also, why when I take a photo of the documents, it comes off all blurry and misaligned? I seriously recommend this company to invest a UX team and reconsider what screens and flows can make can make the experience better for people who need to file leave, for any reason, but especially for those who are stressed out and wants to have this process as seamless as possible.

doesn’t offer to save password using integrated ios password utility. have to go through a workaround to manually create saved account in ios password manager. app doesn’t Keep You Logged In like i want it to and like multiple other HIPAA protected apps do so don’t tell me it’s about protecting my anything. banks and hospital apps all allow this. once you’re in, it’s somewhat counterintuitive and there are limited things to even do. have to use this app or just not use an app so that’s my choice, but this this is barely passed Minimum Viable Product on a good day. the Claim Filing wizard is busted and will blank out or forget things or yell at you for doing things in the wrong order, refresh, and then make you start all over also why on god’s green earth do i need a Phone Call? that is the last thing an app should require “oh thanks for requesting some stuff, we’ll have a human look at it in some hours maybe, copy and paste and retype in the stuff you already did, see if it works, and then give you a phone call like it’s 1993 and we’re all doing nothing everyday beyond sitting on the porch in our rocking chairs waiting from a call from our relatives.

I have used a lot of bad apps. I can say without hyperbole that this is the worst app I have ever used. It’s utterly unusable, yet you HAVE to use it during the most stressful time of your life IN ORDER TO GET PAID. It’s unconscionable that Matrix calls this an app and has those of us who are otherwise very sick, disabled, and stressed struggling with this. The app constantly doesn’t load things, freezes, shuts down, etc. The UI is so bad I truly believe it has to be deliberate. I think they want to make it difficult to use to deter people from being able to submit their leave claims (which is illegal). Shady, horrible app for a shady, horrible company. If I had any choice this would be off my phone in a New York minute.

Locked out of acct, ask a question that I know I never answered when I set the account up, what my father‘s middle name is, however I know what it is and I know I got it correct but it’s saying it is not. It offers no other security questions just that one. They don’t return calls they don’t give you any way to get a hold of them and for you to be paid you have to access this account to approve documents. It is part of a scam for Matrix to just not pay out claims it has become very very obvious. This company is a ring of thrives making sure you NEVER maneuver through it. The LAST thing you need is this stress when seriously I’ll. I can’t believe they haven’t been shut down.

If I could give zero stars, that’s what they would get! This company is a slap in the face to every day, hard-working Americans, who get a personal illness or get hurt. Surely work places can find a better short-term disability company other than this. They want you to send them your information and all your records immediately and will contact you every until they get the information they need and then, it takes them forever to return a phone call after that! I’ve been out of work for a month already, and have not received one single check. They need to be reported to the Better Business Bureau and that’s exactly what I plan to do.

Ummm - in order to register, you must create a question/answer pair- seems simple enough. Except the questions (6) of them expect an exact answer, but there so much restrictions on what you can answer. Example: question “father middle name” - well, a middle name like “Claude” wouldn’t be acceptable, because it’s not ar least 8 chars. Umm so make up a name for your father and remember it? Well, for me, the answers to all the questions didn’t meet the criteria- so I have to make up random stuff and hope that I can remember them. Also, for birthday- you can’t select a year - you gotta scroll month by month for - my mom 70 years!!!!!

I cannot log into the app as I constantly get an error message that “The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.” Repeated efforts yield the same result. I’ve tried every day over the span of a week. Same problem. My guess is they don’t have a server and the login screen is the app. And of course they tell me I have to sign documents in the app and I can’t use the just-as-terrible website. It’s humorous (in an exasperated way) and borderline criminal how they can get such a pathetic attempt at an app on the iOS store.

I have no issues with logging in. This is not a Forgot user name or Password issue. This app simply does not work. I had to call into Matrix and the intake representative mentioned they had an upgrade to their website and told me to remove the app and reinstall it. I did. This did not fix the issue. The main website to Matrix also is non-functional. I have reported this a few times to the claims manager that worked on my FMLA submission but he continued to direct me to eServices to get to my forms. I explained several times the Matrix website and mobile app are not working.

Boy I thought the website was bad. Why does this app have NO features? And you can only see that if it ever lets you log in. You can log in maybe 1 out of every 6 attempts if you’re lucky. Talk about giving someone a hard time while they’re already suffering. This company needs an entire redesign for ever digital interface they have. This is pathetic and I’m so sorry if you have to use this for work. I pray you have extra time to get things worked out because good luck getting anything done in a timely manner.

First of all, it is ridiculous that I am required to download this app to complete a claim. Why can’t I just do everything I need to do on the website?! Second - this app doesn’t even freaking work!! I was able to login twice, then I started getting a “service not available” error. I haven’t been able to login for over two months! It’s worthless. The two times I did get logged in to the app the user interface was terrible, there is nothing intuitive or user-friendly. Overall - one of the worst apps I’ve ever used!!

Although the company claims the app and website are Self-service, you are not able to track when your physicians submit documentation and when Matrix receives it, which delays the review process and ultimately delays your paychecks. You have to spend hours on hold to track down your claim examiner. Their medical review team, aka nurse practitioners, don’t seem to have medical expertise to review complex medical records and pick and choose notes so benefits can be denied. Rather than having a smooth process that supports employees, the process is a complete nightmare.

Being unable to work and to provide for my family is hard enough but having to succumb to the horrid existence of this experience of a pathetic excuse for an app completely intolerable. I’d give this app zero stars if I could. I love my job. I love the company that employs me but this app and matrix does not deserve the right to represent me or my employer. I am notifying my employer of the inadequacies of matrix’s failed attempts at customer service. The humans that I have spoken to at matrix were complaining professional but their app and online customer service seems to be controlled by a high school dropout that lives in mom’s basement. This experience is horrible. You’re dealing with people’s livelihoods. Utter failure. Do not do business with this company if this is the best they do. Great employees deserve better treatment.

You guys really need to fix this app some people would rather fill out their own absences and yet this app makes it near impossible. The last thing i want to do is call a company tht will ask me pointless questions for them to fill out for me when I can do it myself but I actually can’t because this app doesnt even work when jobs are at sake it should be an effective app but it feels pointless based off of how many times it just will not work at all.

I’ve wasted so much time trying to use this app. I feel like this company manes things as difficult as they possibly can to file a claim and provide the necessary documentation. I can’t call my examiner from the app, I can’t email from the app, and I get errors when I try to upload documents in the app. I don’t want to use gmail to send my protected information so now I’m having to download other apps so I can fax in everything. It would be better off they didn’t even have an app.

Matrix basically requires you to use the app for everything, however, I have not been able to login for days. Despite multiple attempts to download, delete, and re-download the app every login attempt ends in the same message: “service unavailable”. You can’t even file a help claim without getting the same message. Extremely disappointed as not being able to use the app makes a difficult process even more so. Please fix this!!!!!!!

This app is so much easier you use than filing the mountain of paperwork with your company. The staff is friendly and knowledgeable. This app makes it easy to check this status of your claim. Far better than having to deal with my company.

With the APP the wheel spins for a bit as if it will load a new page. Then the message “service unavailable appears. The “help” link did not work. On the website, it tries to load a new page and stalls half way, over and over. So clicked on the help link and was able to send a note. They sent me a link to change password which I did and the same problem with bot APP and website happened. It is stressful enough trying to apply for leave c

This company does whatever it wants and they make themselves very hard to reach thru phone calls or emails. I tried multiple times to contact someone and they never answer the phone it’s always voicemails and they respond to emails days later or never. I left a voicemail to the supervisor Jessica Lopez to file complaints and also hasn’t returned my phone call but it sounds like that’s how they operate. Be ready for a headache and a run around with these people.

What was already an annoying app to use has now become non-functional after most recent update. Existing claim no longer shows and have of the buttons do nothing. Extremely frustrating especially when managing leave is an incredibly important task. Needs to be fixed asap. Even the website is crashing at the moment so there is no way to access info.

Updated today with new version now all my info is gone. All my past contact letters to payments are missing. I do not recommend updating. New update- the app is displaying all my info now. I did get a response from them with an apology which was nice too see they monitor there app. Hopefully no more issues.

I’ve never left an app review before but Matrix found a way. Wow what a terrible app. It doesn’t accept any documents you upload. Pretty crazy to see something so broken in today’s day and age. Beyond this, the “customer service” offered by this company is awful. Several phone calls, voice mails, and emails sent with no response whatsoever. We must be able to do better than this company.

This app works fine for me every time I have used it. I find it very convenient and user friendly, which is something that is very much appreciated since it's usually used when you're feeling awful and sick.

When a claim is opened we are sent paperwork for a treating doctor to submit. The only options are to fax, load onto the app, or mail in. I have tried 16 times today to upload the app via my iPhone. Each time, after a 25 second load wait I get a single response, “Please Try Again.” Each time you must manually select, crop, and try again. No difference whether you load photos from your phone’s photos or take them within the app. After 14 failures I had app added to a relative’s iPad and manually let gged in and tried on the newer device. Still without success. As has been previously recorded, device must have password entered each time you open app. Very frustrating!

Close to 200 one star reviews don’t lie. This app is an embarrassment and makes it harder for me to spend time with my wife and child during paternity leave because I’m dealing with the app not functioning. Can the app, make the document upload a functionality on the website, and stop making life more difficult for people at times when they need to focus on more important things.

Spent an hour of my morning trying to upload an 80KB picture of a positive COVID test but instead all I got was a pop-up that maximum image size is 25MB. Pop up could not be dismissed and the only way I could get back out was to fully close and relaunch the app. About half of my logins failed on the first attempt with a generic error message, as did half of my attempts to access my claim once logged in.

Unable to login to the app. Also, do not like the fact that I need to download an app to upload documentation. I should be able to upload whatever required documentation from either a laptop or a mobile device. Restricting users to a mobile device is inconvenient. Not to mention, if I can’t log into the mobile app, how am I to upload any sort of documentation?