Introducing bereavement support services for life insurance claim beneficiaries

February 06, 2025

The loss of a loved one is a challenging time. Not only do beneficiaries deal with the grief of their loss, but there can also be a heavy administrative burden. We’ve partnered with a bereavement specialist organization – Empathy – to offer group life insurance claim beneficiaries with both logistical and grief support. The service is available to beneficiaries of group life insurance claims and their families, aged 18 and older. We’re offering this service at no cost to beneficiaries or plan sponsors.

About bereavement support

Sun Life is the first insurer in Canada to offer comprehensive bereavement support following a life insurance claim. Empathy is a platform extending personalized support to families navigating the challenges associated with grief. Combining technology and human support, Empathy’s Care Plans are customized to each beneficiary’s unique needs. It’s a comprehensive offering that includes a suite of advanced tools and resources. Empathy’s service supports include:

  • On-demand support with a Care manager and a personalized care plan
  • Funeral assistance
  • Probate and estate guidance
  • Upon request, connecting users to financial services
  • Navigating other claims processes and family dynamics.

Launch

We’re launching this service to all Group Benefits Clients on February 10, 2025. You and your employees don’t need to register for the service. Beneficiaries will learn about their eligibility for the service as part of their claim submission process.

  • If they contact Sun Life directly, we’ll let them know about the service through our Client Care Centre and send them an introductory letter or email.
  • If they contact you about the claim, your organization can let them know about their eligibility. We’ll provide you with materials you can share with beneficiaries about the service.

Interested beneficiaries will register for the service and set up a profile online or through the Empathy app. From there, they have 24/7 access to a dedicated care manager and the entire care team, through either the mobile app, email or phone​. They’ll have access to the service for two years and they can add family members, who must also be at least 18 years old. The service is available in English and French.

We’re offering this service as part of the life insurance claims process, and beneficiary participation is voluntary. We’ll continue to process and approve life claims and send payments directly to beneficiaries.

Support when people need it most

We look forward to enhancing our support for beneficiaries through this new service. It can provide them with much needed logistical and emotional support at a difficult time.

Questions? We’re here to help.

Please contact your Sun Life Group Benefits representative.