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    Our Response to Coronavirus (COVID-19)

    March 23, 2020


    Chris Fazzini

    Stop Loss clients and brokers, click here for a special notice.

    Dental/Vision clients and brokers, click here for FAQ.

    New Jersey policyholders, click here for an important notice.

    Connecticut policyholders, click here for an important notice.

    Click here for a copy of our April 9 webinar about COVID-19 Leave Legislation.

    Click here for a copy of our  May 7 webinar about COVID-19 Leave Legislation.


    In consideration of the COVID-19 (coronavirus) outbreak here in the US and around the world, we want to assure every member of the Reliance Standard and Matrix families that your health and safety, and that of your families, remain of paramount importance to us.

    In response to the current pandemic, we have activated our business continuity plan to optimize the health and safety of our organization, and to ensure we maintain our commitments to you as our customers. These actions include:

    • Enhanced Remote Work Capacity: We have engaged our work-remote protocol which allows all of our client-facing employees to work securely from home without interruption or degradation of service. We also stand ready to deploy regional service balancing as needed to accommodate the potential for localized quarantine situations.
    • Restricting Travel: We have limited business travel and all non-essential events, leveraged the use of virtual meetings through both phone and video conferencing and increasing cleaning and sanitization activities in all our locations. We have also established an internal hub of COVID-19 information and resources to help staff stay safe and up to date.
    • Keeping you informed: We recognize and embrace our obligations to you in navigating these uncharted waters safely and successfully. In this regard, we commit to:
      • Keep updated FAQ documentation related to any possible changes to our claim and/or leave processes for clients and customers of both Reliance Standard and Matrix.
      • Work in good faith with all our clients impacted to extend reasonable accommodation with regard to timely payment of premium.
      • Cooperate fully with all government agencies with regard to local, regional, state or federal relief proclamations and requirements.
      • Continue to deliver prompt, accurate, consistent and compassionate claim management in accordance with our policies.
      • Continue to publish guidelines and timely regulatory updates through our industry blog, Matrix-Radar.

    As we work together to ensure reliable service in unprecedented times, I want to remind you that our technology can help bridge the gap. All covered employees with both Reliance Standard and Matrix customers have the ability to submit claims securely online and, once submitted, query status and interact with our claims professionals electronically.


    Lastly, while the Coronavirus outbreak is still playing out on the world stage and measures to contain it change every day, I want to ensure you we will continue to do all we can to stay informed, prepared and ready to continue to deliver peace of mind to the degree possible. I thank you for your ongoing business and trust, and look forward to serving you and your employees long into the future.


    We encourage you to reach out to your Reliance Standard sales representative or account manager for more detailed information if desired.