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Their coverage is mediocre, you have to make sure your provider is registered with the right credentials. Even if you find them on their search box in Empire Life website, it doesn't mean they're registered. It's means someone logged the provider info in their system, but Empire Life doesn't clear the information even if it's wrong.
Therefore the only way to find your provider registry, is to go to the official website (i.e. RMT, for massage), and search a list of providers there.
Many times I found myself paying a lot more on the service I used. Empire Life normally refund a percentage, ranging from 40% to 70%. You just have to pray for the reviewer not to tag you enough excuses not to reimburse you the amount (it's never 100%, always below 70%. Quite Random sometimes).
Customer service is not great too. They reply after a couple of days via email, but never answer your questions properly.
Pretty awful to be honest.