Introducing Empathy Loss Support™: A new standard in bereavement care for your customers

That’s why we’re proud to introduce Empathy Loss Support™, a new bereavement support service now available to your customers’ beneficiaries - and to you as advisers.

For years, Zurich has invested in empathy driven training for our customer facing teams, helping ensure every interaction is shaped by genuine understanding. By partnering with Empathy, we’re taking that commitment even further - extending emotional and practical support to families at a time when they need it most.

Support that goes far beyond the payout

A bereavement brings an enormous number of decisions and responsibilities. From arranging the funeral to administering an estate, closing accounts and managing legal or financial tasks, the practical workload can be overwhelming - all while someone is simultaneously dealing with grief.

Empathy Loss Support™ helps ease that burden by providing both emotional and practical guidance, delivered in a structured, accessible and human way.

Here’s what families can expect:

A dedicated Care Manager - available 24/7

Each family is matched with a real person who provides personalised guidance at every step.

Care Managers offer one‑to‑one support across both the emotional and practical sides of bereavement, helping families understand what needs to happen and how to approach each task confidently and calmly.

A personalised Care Plan

No two losses are the same. Empathy Loss Support™ creates an entirely tailored plan based on an individual’s situation, needs and pace - with clear steps, helpful reminders and human reassurance along the way.

Practical tools and resources

From checklists and templates to estate administration guidance, account‑closing information, funeral planning tools and more, the app provides everything families need to stay organised and feel supported.

Emotional wellbeing support

This includes guided meditations, breathing exercises, expert‑informed grief content, and daily journaling prompts - giving users space to process their emotions in a safe, supported way.

Family collaboration

Up to five friends or family members can join the same Care Plan, helping them share tasks, stay aligned and support one another through the process.

A service that can strengthen your advice proposition

Empathy Loss Support is more than an additional feature - it’s a meaningful enhancement to the advice experience. At a time when customers increasingly expect value and support beyond the core product, this service can give you something powerful to offer.

For advisers, Empathy Loss Support™ can help you:

• Differentiate your proposition with a new level of claim support that stands out in a crowded marketplace
• Strengthen long-term client relationships, showing the true value of protection in moments that matter most
• Provide tangible, human centered support that families will remember long after the claim ends
• Enhance confidence in the cover you recommend, demonstrating that protection is about more than finances

And it’s available to you, too

As one of our valued advisers, you also have access to Empathy Loss Support™ if you ever experience a loss yourself. Many advisers support customers through emotionally difficult conversations every day - but navigating your own bereavement can feel very different.

Empathy Loss Support™ ensures that you, too, can receive structured guidance, emotional support and care from a dedicated expert whenever you need it.

Setting a new benchmark for bereavement care

We believe that protection should deliver support when families need it most - not just financially, but emotionally and practically. Empathy Loss Support™ helps achieve exactly that.

By combining technology with human support, it provides families with a structured, caring experience at an incredibly difficult time. And by making this service available to both beneficiaries and advisers, we’re extending the value of empathy across our entire community.

• Find out more about Empathy Loss Support™