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 Employer voluntary benefit insurance products about products MetLife’s employee voluntary benefit insurance products and services are available to businesses with two or more employees via our FINRA-licensed sales team. We provide existing and potential customers with information about products, services and third-party relationships via web pages, webinars, presentations, conferences, videos, newsletters, thought leadership reports, articles and electronic or printed materials. The development and review of materials includes legal, product subject matter experts, and compliance and marketing teams to ensure compliance, accuracy and clarity, and following of regulatory filing standards where appropriate and applicable, based upon various regulating agencies and bodies, such as state departments of insurance, and FINRA and ERISA guidelines for marketing material and plan filings. Information may include specific product details, features, disclaimers, exclusions, and other terms and conditions, as well as general information about MetLife’s brand, corporate functions and financial performance. Custom communication campaigns MetLife is committed to developing custom Group Benefits communications campaigns tailored for each employer, aimed to drive awareness, education and participation. We recommend an omnichannel communications strategy, increasing focus on digital delivery and using offline channels as an important secondary channel. Integrating messages across these channels creates a surround-sound effect that enhances the employee experience. We also have deep experience in building compelling communications for digital channels such as Twitter, LinkedIn, Facebook, microsites, online benefits fairs and emails—and we partner with each employer to craft a step-by-step plan to meet employee’s needs and habits. Communication tactics Product enrollment and service communications plans include: • P ersonalized enrollment kits mailed to employees’ homes, in addition to announcement and reminder email communications. • Custom Micr osite to serve as an educational resource center that all employees can access. • E mployee video(s) to highlight the product details, the need for each benefit, plan benefits and enrollment instructions. • B enefit Decision Guide to help employees evaluate benefit needs by highlighting the value of each benefit and what employees should consider when evaluating their individual and loved one’s needs. 2021 SUSTAINABILITY REPORT 104