2021 SUSTAINABILITY HIGHLIGHT REPORT: Forward As One SOCIAL: CUSTOMERS 22 2021 SUSTAINABILITY HIGHLIGHT REPORT: Forward As One SOCIAL: CUSTOMERS The Hartford provides the insurance protection customers need— and the service they expect. The Hartford's business divisions include Business Insurance, Personal Lines, Employee Benefits and Mutual Funds. We also offer wholesale specialty insurance solutions through Navigators, a brand of The Hartford, and assumed reinsurance coverage through Navigators Re. All our business offerings are underpinned by our purpose—underwriting human achievement—and our belief that people are capable of achieving amazing things with the right encouragement and support. Our products and services are designed to help protect customers and help them prevail through unexpected challenges while encouraging health, safety and environmentally responsible actions and behaviors. Our approach to sustainable market leadership is built upon comprehensive solutions delivered with ease, empathy and expertise Investments in enhanced digital capabilities enable us to meet our diverse portfolio of customers where they are through seamless, convenient online interactions Accessible, inclusive and easy-to- understand communications help customers make the most of their coverage CUSTOMER FEEDBACK We gather real-time feedback on our performance at critical customer touch-points across all lines of business. Transactional surveys create alerts when a customer has unresolved issues or questions. We continue to average 50,000 completed surveys every month, many including feedback from customers. Employees and managers across the company use this feedback to drive performance and process improvement. Our annual Net Promoter Relationship study measures overall customer perceptions of our brand and their likelihood to recommend The Hartford. The results enable us to identify areas where improvements will generate the most benefit. For example, since 2018, perceptions of our online premium audit process, a requirement for many of our customers, have improved 20 points due in large part to customer feedback.