Sustainability For Our For Our Creating Value For the For Our Managing Appendix at MetLife Workforce Customers as an Investor Environment Communities Responsibly SASB Index SASB—Sustainability Accounting Standards Board Transparent Information & Fair Advice for Customers (continued) Code/Metric Response/Reference FN-IN-270a.4, Description of approach to informing customers In-person and/or virtual benefit support and trainings: about products • V irtual benefit fairs: Hosted by qualified benefit counselors available through either a platform hosted by the employer or through a WebEx or teleconference that MetLife hosts. • W ebinars: Live product presentations to employees with options for Q&A, recording, camera, chat, polls and engagement activities. • B rainshark presentations: Customized presentations with “voice over” audio that highlight the benefits available. • HR team tr aining sessions: Product training to HR representatives, typically through webcast, focused on our products and highlights of the specific plan design as well as frequently asked questions from employees. During annual enrollment, MetLife provides real-time support through virtual engagement such as chatting via a webinar, responding to questions submitted through a MetLife microsite or calling during set office hours. • W e also accommodate requests for print material and giveaways, if needed. • Social M edia: Custom-designed specifically for employers to drive awareness of the plan, direct employees to educational resources and highlight the need for the plan. • Coor dinator Support: Custom training, Brochures, FAQs, Infographics and more. • N ew Hire Communications: With employers’ approval, MetLife mails all new hires at the time of employment with communication that congratulates them on their new position, provides them with details about each benefit, the plan, and gives them enrollment information and timeline. • Call Cen ter and Operations: Inbound calls for specific questions or support and/or confirmation of account changes, such as beneficiaries. • F requency of communications depends on the product, employer’s enrollment period, audience and nature of communications. Retirement & Income Solutions (RIS): Product and service communications occur through five primary channels: 1. F ace-to-face, e.g., Sales and Customer Support Teams: sales enablement collateral that includes presentation decks and slip sheets. 2. W eb: A section for each RIS LOB with specific details on products, services, market insights and support materials. 3. Conferences/events and webinars: Topically focused and typically delivered via panel discussion, sponsored segment or hosted WebEx. 2021 SUSTAINABILITY REPORT 105