Empathy Loss Support™
Losing a loved one is a difficult experience, and you shouldn’t have to face it alone. At Zurich, we’re committed to supporting you and your family at every stage. 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 a Zurich policy. It is also available to all Zurich personal protection policyholders to use anytime during the term of their policy.
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.
What does Empathy Loss Support™ offer?
Personalised Care Plan
After a bereavement, it can be hard to know where to start. Families receive a tailored Care Plan breaking everything down into clear, manageable actions.
Grief support
Access expert-led guides developed with leading specialists, guided meditations, and breathing exercises.
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.
Immediate arrangements
In the first hours and days after a loss, knowing what needs to happen can be overwhelming. The service provides clear guidance on obtaining a death certificate, arranging pronouncement of death, and organising transport to a funeral home or crematorium.
Estate administration
Probate and estate tasks can feel complex. Empathy offers plain-English guidance on what to expect and can help find a solicitor if you need legal support.
Closing accounts
From bank accounts to memberships, the service guides families through how to close or transfer accounts. If things get complicated, Care Managers are there to help.
Family collaboration made easy
Invite up to five family members or friends to share tasks and keep track of progress together, ensuring nothing is overlooked.
How do I access Empathy Loss Support™?
Families 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 insurance contract with Zurich. It can be amended or withdrawn at any time. The service is free to access.
Zurich LifeVault
Zurich personal protection customers also have access to Zurich LifeVault. Zurich LifeVault is a secure digital platform designed to help you put plans in place for after your death, including storing key documents, making your wishes clear and providing peace of mind for your loved ones at a difficult time.