MetLife Bolsters Beneficiary Claims Concierge Services with Empathy

The collaboration will provide logistical and emotional support to beneficiaries nationwide, extending the compassionate care beyond the claim journey following launch with AT&T.  

(Image credit: Roman Kraft/Unsplash.)

MetLife, Inc. (New York) has announced a collaboration with Empathy, an end-of-life platform helping families navigate the  emotional and logistical challenges associated with the loss of a loved one. As part of MetLife’s Beneficiary Claims Concierge Services, which provide compassionate support and guidance, MetLife now offers employees and their beneficiaries enrolled in life insurance access to Empathy’s bereavement care platform, according to a joint statement. Through its relationship with Empathy, MetLife says it will provide holistic bereavement support to millions of beneficiaries and their families, following the loss of a loved one.

Juliane Kowalski, SVP, MetLife Group Benefits.

In their joint statement, MetLife and Empathy note that while insurance plays a vital role in providing financial support for families, it is just one of the first steps beneficiaries take after the loss of a loved one. Bereaved families dedicate significant time and effort to resolving administrative burdens—it takes families, on average, 12.5 months to resolve all financial matters—and families report spending a median of 12 hours per week on these specific tasks alone, according to Empathy’s 2023 Cost of Dying Report.

As the largest group life insurance carrier in the U.S., MetLife says it recognizes the holistic support beneficiaries need, launching its Beneficiary Claims Concierge Services in 2022, providing comfort, sympathy, and ongoing guidance during the time of loss. This collaboration includes features exclusive to MetLife, bolstering the insurance carrier’s continued support of beneficiaries by providing Empathy’s bereavement services when submitting a life claim.

“We understand the challenges that loss brings, including grief, and are dedicated to being there for our customers every step of the way—through the claim process and beyond,” comments Juliane Kowalski, SVP, MetLife Group Benefits. “We’re pleased to offer Empathy’s services as part of MetLife’s commitment to support families during their journey and deliver on our purpose to be ‘always with you.’”

Stacey Marx, SVP, Global Benefits at AT&T.

AT&T, the first MetLife customer to offer Empathy’s platform, recorded impressive levels of engagement as an early adopter of Empathy’s service, according to the joint statement. These benefits, which were made available to all employee policyholders’ beneficiaries, are part of AT&T’s focus on boosting employee wellbeing.

“When a loved one passes away, it can feel all-consuming,” says Stacey Marx, SVP, Global Benefits, AT&T. “Grief coupled with complicated logistics can be overwhelming and takes a major toll on our employees’ wellbeing. As part of our increased focus on employee wellness, we are proud to offer full spectrum support for AT&T beneficiaries of MetLife policies experiencing loss.”

Ron Gura, Co-Founder and CEO, Empathy.

Combining Technology and Human Support

Empathy’s platform combines technology and human support to those dealing with loss, including administrative assistance via on-demand bereavement concierge services, estate administration experts, probate guidance, funeral assistance, property clearance, family collaboration features, and an account deactivation hub, as well as emotional support through grief sessions, sleep support, mindfulness activities, and self-care tools.

“We are proud to work with MetLife as they expand their offering to beneficiaries and demonstrate their commitment to care and innovation,” comments Ron Gura, co-founder and CEO of Empathy. “By going the extra mile to support their policyholders and the beneficiaries they leave behind, MetLife is meeting families where they are. With this collaboration, beneficiaries receive the essential and meaningful support they need following a loss.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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