Friday 4th of May 2018 09:10:04 PM
Brief introduction. Healthy 65 year old male, with no history of work absence. While reviewing my employee health care coverage options for the coming year 2013, I elected to include short term disability protection, primarily due age. The bi-weekly cost was reasonable. On December 18 2013 I experienced a heart attack that required bypass surgery. I went home December 23rd. I faced a long health recovery, but at least I had the security of health coverage. I called my employer, LKQ corp, to relate my recovery condition and probable length of recovery before deemed work ready. Approximately one week after surgery I received notification from my employer that I had been assigned to FMLA administered thru Matrix Absence Management, effective December 18th 2013. A case confirmation number and contact information for Matrix Management was included in letter. A week passed and I had not been contacted by Matrix. I called their contact #, introduced myself with name, confirmation number, SS information etc. Surprise #1, I was not in the claim system. No claim had been submitted. Well OK, this will be easy. I submitted the claim, received a new confirmation number, and was assigned to a Matrix rep, complete with name and contact extension. A the three week time frame being home from surgery, I contacted my Matrix rep for progress of my FMLA claim. Surprise #2, my claim had been denied. My rep would mail a informational packet documenting hospital surgeon, primary care physician, pharmacy prescription information, all medical history dated three months prior to initial health care coverage of January 1 2013. I visited with all above mentioned. Surgeons, hospitals, primary care Dr., pharmacies, home health care providers all faxed that needed information to Nick my Matrix rep. I retained most copies for my records. After another week end, and still no new contact with Nick, I called his extension. Surprise #3. He had not received all the needed information, could I fax him that needed documentation. DONE via my home fax directly to the fax extension given to me. Surprise #4. The fax did not come through. Fax information does not go directly to each rep, they all go to a central location in PA, my rep is in NY. He would receive an e-mail confirmation after fax was received and processed. Another week end, another NO check from Matrix. Nick informed me that he would be out of the office on Monday MLK day. I contacted him on Tuesday following the Monday holiday. He had received e-mail confirmation of all faxed documentation that was needed. Now the "Nurses" review process would begin! Another few days of NO contact. Surprise #5. The documentation from my primary care physician had not been received. Another visit to my Dr. office. Another form filled out, signed and faxed to Nick. It is now Feb 2 2014, six plus weeks removed from heart surgery. My rep was not taking calls on Friday. Probable long weekend of Super Bowl mania. During this nightmare of customer service I've asked to speak with Nick's supervisor. Oh gosh he is in a meeting, therefore unavailable. Could he call me when available? He probably could, but the resulting questions answered would be the same. It's the PROCESS. The PROCESS takes time, the review system takes time. My heart surgery may be linked to pre-existing medical condition!I now convinced Matrix/Reliance FMLA insurance hopes my condition continues to fail, that I expire from this earth, leaving those claimed $ to stay unpaid, to be spent more wisely to commissions and profits. I urge all who have Reliance Insurance coverage for short term disability to check into the administration process. If Matrix Absent Management is involved be wary. When, and if my health recovery is complete, I will drop Reliance insurance coverage options immediately!