Extending support when it matters most: introducing Anticipatory Loss Support through our partnership with Empathy

We’re pleased to announce the addition of Empathy’s Anticipatory Loss Support programme – a new, specialised layer of support designed to help individuals and families facing the realities of a terminal illness diagnosis. For advisers, it’s another powerful way Zurich is helping you demonstrate the full value of protection beyond the policy.

Meeting a different kind of need

A terminal illness diagnosis brings immediate emotional impact, but it also introduces a complex set of practical challenges. Conversations that feel difficult to begin, decisions that carry real weight, and administrative tasks that can quickly become overwhelming - all often arriving at once, with little sense of where to start.

Anticipatory Loss Support is designed to meet customers at this point.

It helps individuals and families navigate the challenges that follow a terminal illness diagnosis, bringing structure and reassurance to a time that can feel uncertain. By supporting customers earlier in their journey, we can help them feel more prepared for what lies ahead - both practically and emotionally.

What Anticipatory Loss Support offers

Delivered through our growing partnership with Empathy, Anticipatory Loss Support sits within the broader Empathy Loss Support™ offering and is available to you and your Zurich customers.

It combines:

• A structured care plan: A step-by-step guide that helps customers understand what to do next, breaking down complex tasks into manageable actions
• A collaborative Family Hub: A shared digital space to keep loved ones aligned - helping families coordinate responsibilities, share updates and support one another
• Practical and emotional tools: A curated set of resources designed to reduce overwhelm, support planning and provide emotional grounding during a highly stressful time
• Access to a dedicated Care Team: Trained Care Managers available via in-app chat to guide users, answer questions and provide reassurance when it’s needed most

Why this matters for advisers

As an adviser, your role often extends well beyond arranging cover. Customers look to you for reassurance, guidance and understanding - particularly during life’s most challenging moments.

Anticipatory Loss Support can strengthen your ability to deliver on that expectation.

It allows you to:

• Demonstrate tangible value at point of claim
• Deepen client relationships
• Differentiate your advice proposition
• Support the wider family unit

A more complete protection story

Protection has always been about financial security. But increasingly, it’s about more than that, it’s about supporting customers through real-life experiences with care, dignity and practical help.

With the addition of Anticipatory Loss Support, we’re continuing to evolve our proposition to reflect that broader role.

By combining financial protection with structured, human-centred support, Zurich and Empathy are helping ensure customers don’t have to face these moments alone - and giving advisers another compelling reason to have meaningful protection conversations.

Looking ahead

This latest addition reinforces our commitment to building a more comprehensive support ecosystem around our products - one that aligns with the realities customers face today.

For advisers, it’s an opportunity to go further: to provide not just cover, but confidence; not just policies, but peace of mind.

Because when it comes to protection, what matters most is being there - at every stage that counts.