Survivor Support Services

With our dedicated model, a single point of contact from the Empathy Customer Care team will support, prepare, and assist you and your family through this difficult time. The Empathy Customer Care representative is dedicated to the user (you or your family member) and will assess their needs and then coordinate the access and delivery of one or several support services. These can include programs/resources, including several whole person support services (delivered by Empathy), grief counseling (provided by LifeWorks), will preparation, estate planning and estate resolution services (provided by MetLife Legal Plans), insurance financial planning (provided by Barnum Financial) and others. Our model is flexible and allows the opportunity for Amazon to influence our coordinated support and services.

The dedicated Empathy concierge will create a checklist/project plan and coordinate the following optional services for any insured diagnosed with a terminal illness (ABO), including providing contact information, scheduling the meetings, or soft transferring user:

• Insurance financial Planning to address transition – leverage guidance and support services from Barnum Financial in a program we call Delivering the Promise.
• Caring for Mental Health - One on one counseling and grief counseling supported by LifeWorks.
  • Guidance with discussing the diagnosis with coworkers, friends and family supported through Empathy.
  • Introduction to support groups through Empathy.
• Confirm estate planning documents are in place and up to date - if documents need to be created, coordination with existing MetLife Legal Plans offering.
• Provide a centralized vault - where insureds can share critical documents (Wills, passwords, beneficiaries’ forms, etc.) with survivors.
• Funeral planning – connect insured with funeral homes in their area to leverage pre-negotiated discounts through Dignity Memorial, or Empathy can assist with non-Dignity funeral homes in their area.
• Verify with insured that they have designated beneficiaries on file for life insurance and accounts – supported by Empathy.
• Pet rehoming assistance (if applicable) – supported through Empathy.

Dedicated support from an Empathy Customer Care representative will support any Amazon death claim and is not limited to those insureds with a terminal illness/ABO claim.

• Probate assistance – coordination to MetLife Legal Plans for attorney represented Estate Resolution Services (supplemental life), or Empathy (all other life plans).
• Applying for benefits and financial planning – assistance provided through Barnum Financial via the MetLife Delivering the Promise program.
• Obituary and home clearing assistance – supported via Empathy.
• At need funeral assistance – including finding care for dependents, supported by Empathy.
• Coordination of beneficiary counseling – supported via LifeWorks Grief Counseling program.

Amazon’s dedicated claims concierge team will provide you and your beneficiaries comfort, support, sympathy, and ongoing guidance throughout the claim process. Our team will walk grieving beneficiaries through next steps and services available at no cost, including grief counseling with legal, financial, and funeral assistance, and online and in-person (for supplemental life participants) estate resolution services. Expert assistance and white glove support is provided by a team dedicated to Amazon which will help connect claims and resources across MetLife programs (Life, Personal Accident, Critical Illness, Legal, Pet and Auto & Home) for users through the Empathy dedicated Customer Care representative.

Full Financial Counseling Services – Transitional Support

As many surviving spouses and partners have shared, being comfortable with their financial professional and having as much of their estate in order prior to the loss is invaluable. Terminally ill customers have also expressed gratitude as they have peace of mind knowing their affairs are in order and that their surviving spouse has a “go to” contact. During this transitional period, the financial professional will work the employee to:

• Execute an accelerated death benefit from life insurance, if applicable.
• Review will. Collaborate with an attorney if needed.
• Review beneficiaries. Rename if needed.
• Review the full estate as described earlier and make any necessary modifications.
• Review estate and trust documents.
• Deliver a concise and meaningful financial plan with clear action items.

Cost for services is $4400 per participant.

Financial Education Workshops (Retirewise)

Our suite of financial planning workshops provides a comprehensive financial education program, focused on event driven guidance and informing resources at times of change. This program, called Retirewise, complements and incorporates Amazon’s existing benefit offerings while giving your employees the information they need to achieve their financial goals. Amazonian’s can also schedule a personal consultation with a financial consultant following the completion of the program. Program can be offered in a variety of ways to meet Amazon’s population and company needs.

Retirewise Seminars – Four-part sessions break financial planning into the following segments:

(1) Building the foundation – covers financial basics and budgeting, will help you envision retirement and how to finance based on current and future trends.

(2) Creating and managing wealth – introduces principles of investing and various investment vehicles available, informs of general rules for building and managing wealth.

(3) Establishing your retirement income stream – learn how to structure a retirement income stream to address retirement wants and needs, while understanding risks and how to manage assets.

(4) Making the most of what you have – review of Amazon’s benefits offerings to help clarify how they fit into Amazonian’s retirement plans. Also covers estate planning, wills, and trusts.

Digital Estate Planning

We offer online and face-to-face will preparation services for all eligible employees (for in-person work with a local attorney, the employee must be enrolled in Amazon’s Supplemental Life plan). There is no cost for services provided by network attorneys; a set reimbursement is available for Amazonian’s that choose to utilize out of network attorney services. All eligible employees have an additional opportunity to complete Digital Estate Planning as part of the in-force annual campaign.

Financial Wellness Application - Upwise

MetLife has developed an innovative financial wellness solution called Upwise. Upwise is a financial wellness app designed to help Amazon employees feel good and make meaningful progress with their finances. The app was developed with extensive research, encouraging healthy habits, connecting users with their feelings and finances, supporting progress each day. 

Life Insurance Portability or Conversion Support - Transition Solutions

For those Amazon employees who are losing their active life insurance coverage, our Transitions Solutions service aims to make addressing life insurance changes easier, to ensure transitioning employees and their families are aware of their life insurance options, including lower-cost-alternatives. The MetLife designated partner Barnum Financial Group professionals provide support and guidance to help you and your dependents understand the options when an employee’s group life insurance changes. Changes in Life insurance benefits may be due to retirement, leaving employment voluntarily or involuntarily, experiencing a reduction in coverage, child aging out, or death. MetLife will mail a letter upon receiving notification of your change.  This will help you make informed decisions, in addition to providing an advisor to work with. You have 60 days to convert your coverage.

Delivering the Promise

This program will help to reduce Amazon’s workload and help beneficiaries with details and questions about claims and financial needs. Professionals from Barnum Financial will offer dedicated support to a beneficiary or family member. Delivering the Promise Specialists assist with: (1) completing and filing life insurance claims (including those from other companies), (2) contacting social security or veterans’ administration or other government agencies about benefits, and (3) referring to grief counseling and other support services.

Empathy and LifeWorks

The Empathy customer care team will assist beneficiaries in contacting the Social Security Administration, Credit Reporting Agencies, closing financial accounts, and in closing/memorializing social media accounts. Condolence’s package is sent to beneficiaries, which includes information additional supportive services and resources.

Extended Family Support Services through Empathy and Lifeworks for Grief – support employees and families through the Life claim process. Includes 24/7 support and up to five (5) in-person or telephonic counseling sessions with a LifeWorks counselor to support Amazon employees when a loved one has died, divorce has finalized, serious medical diagnosis/illness occurred, or where layoff or job termination of job ensued. Access to confidential legal and financial consultation assists with making informed decisions as it pertains to loss, as well as assists with financial education, strategies, and options. Self-help resources are also available to aid the grieving-process.

Full Financial Counseling Services – Survivor Support Financial Counseling

Financial Advisors from Barnum Financial Group offer support for surviving spouse, domestic partners, or beneficiaries in two phases:

Phase 1: Estate Settlement

• Gather inventory of assets / accounts.
• Beneficiary review.
• Assist with life insurance claims.  If the beneficiary is a minor, we will work with an attorney to add funds into a custodial account.
• Facilitate the transition of retirement / pension accounts to beneficiary.
• Facilitate the transition of jointly titled accounts to the survivor.
• Facilitate the transition of individually titled assets that are in the deceased’s name to the survivor.
• Assist with social security decisions, if applicable.
• Assist with Medicare options, if applicable.
• Transition household bills into survivor’s name (solely).
• Review estate and trust documents.
• Freeze credit, if applicable.
• Change beneficiary(s) of the surviving spouse.
• Prioritize debts owed.

Phase 2: Survivor Financial Planning – Assist surviving spouse/partner/beneficiary in assessing their financial future.

• Review current income and expenses.
• Discuss long term goals.
• Review insurance portfolio.
• Set up the survivor’s estate.
• Deliver a concise and meaningful financial plan with clear action items.

Cost for services is $3100 per participant.

Funeral Concierge Service and Support

Funeral discounts and planning services are available through MetLife, at no cost to Amazon employees or beneficiaries. Through our relationship with Dignity Memorial, Amazonian’s and their family has access to compassionate counselors as well as discounts on funeral services through the largest network of funeral homes and cemetery providers in North America. Exclusive discounts through Dignity Memorial’s network offers savings for funeral, cremation, and cemetery services. Expert assistance is available 24 hours a day/365 day a year to support researching funeral homes with costs and service information and negotiation on behalf of beneficiary through Lifeworks. Planning services are available online, over the phone and by paper.

Funeral Planning Guide

Available resource designed to help document final wishes, review location of assets and help alleviate some of the stress from their loved ones.

Tax Filing Support using Turbo Tax

Beneficiaries will get full access to tax filing programs from Turbo Tax at no charge, and discounted pricing to access support to prepare and file one individual or joint federal and state tax return through TurboTax’s online tax preparation software. Beneficiaries will also have easy access to free tools and resources to help prepare for the upcoming tax season, including a free tax refund estimator, tax bracket calculator, planning checklists and tax tips.

Beneficiaries can seek advice from a TurboTax expert or have a dedicated TurboTax professional prepare and file taxes on their behalf at a discount of up to $168. These services will help to maximize deductions and credits and will support varying complexity in filing needs. The three-tier TurboTax “Do It Yourself” solution will fit the needs of any user:

1. TurboTax Defense – ideal for tax filers and homeowners, includes step-by-step guidance to help turn a significant investment into a big tax break.

2. Turbo Tax Premier – ideal for landlords and investors, designed for all levels of investing and investment types, from simple stocks to complex rental income.

3. TurboTax Self-Employed – ideal for self-employed, independent contractors, freelancers and small business owners, perfect personal and small business tax solution.

Beneficiary Website

Our beneficiary site was developed to support beneficiaries through loss. The site provides beneficiaries a checklist and information on how to complete key tasks, such as notify the Social Security Administration, financial institutions, and credit reporting companies, as well as closing/memorializing social media accounts. Beneficiaries can access our site at www.metlife.com/beneassist; this site would also be included in Amazon’s existing microsite, in addition to development of a Survivor Support tab which will detail all available services for Amazonian’s and beneficiaries.