Empathy Loss Support™
At Zurich, supporting your customers and their families is our priority, especially during difficult times. That’s why we’ve partnered with Empathy, a bereavement support service, to offer guidance and comfort after the loss of a loved one or following a terminal illness diagnosis.
Empathy Loss Support™ is accessed via an app and is available to beneficiaries and family members following a life insurance claim on any Zurich policy. It is also available to all Zurich personal protection policyholders (excluding business protection) to use anytime during the term of their policy, as well as advisers registered with Zurich.
What is Empathy Loss Support™?
Empathy Loss Support™ offers practical and emotional support following the loss of a loved one through a dedicated app. The service guides families every step of the way with a personalised Care Plan, grief resources, estate administration support, funeral planning tools and more.
The Empathy Loss Support™ service includes specialised programmes designed to support people through different life-changing circumstances, including anticipatory loss following a terminal illness diagnosis, as well as pregnancy and baby loss.
How Empathy Loss Support™ helps your customers?
Empathy Loss Support™ provides compassionate guidance and support to families, including:
Grief support
Expert advice and resources to help navigate loss.
Support from Care Managers
Real people available by chat and email 24/7, and by phone during office hours, ready to answer questions and provide personalised support - whenever needed..
Personalised Care Plan
Step-by-step instructions tailored to your customer’s unique needs - breaking everything down into clear, manageable actions to know what to focus on next.
Practical resources
Helpful guides, checklists, and templates - from making immediate arrangements to estate administration.
Emotional wellbeing tools
Breathing exercises, guided meditations, and daily journaling prompts.
Family collaboration
Up to five friends or family members can work together to share tasks and support each other.
Easy access for your customers
Beneficiaries will receive an activation link as part of the claims process (for policy numbers starting with “PR”). New customers from 15 September 2026 onwards will receive an activation link within their welcome information. Existing customers with policies in place before 15 September 2026 will have received an activation link in a dedicated email from Zurich.
Empathy Loss Support™ is available to all eligible users 24/7 for up to two years to help families navigate this difficult time at their own pace.
Important information
This service is provided by Empathy and is not part of your customers insurance contract with Zurich. It can be amended or withdrawn at any time. The service is free to access.
Zurich LifeVault
Zurich LifeVault is a secure digital solution designed to help customers prepare for the future simply, clearly and at their own pace.
Delivered in partnership with the technology company Empathy, Zurich LifeVault brings everything together so your customers can organise their affairs and make sure their loved ones know what to do and where to find important information.