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 provider to offer guidance and comfort after the loss of a loved one or following a terminal illness diagnosis.
Empathy Loss Support™ 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 Care Manager and an 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.
Access is also included for Anticipatory Loss Support, which helps individuals and families navigate the challenges that follow a terminal illness diagnosis. The programme combines a structured plan, practical tools, and emotional support resources to help individuals and families navigate what comes next with more clarity.
Following a loss, Empathy Loss Support™ is available 24/7 for up to two years helping families navigate this difficult time at their own pace.
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.
Care Managers
Are real people who can answer questions, help prioritise tasks and provide support throughout.
Personalised Care Plan
Step-by-step instructions tailored to a customer’s unique needs.
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 us.
All eligible users can start using the service immediately. Support is available for up to two years, allowing families to access Empathy Loss Support™ at a pace that suits them.
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.