Sustainability For Our For Our Creating Value For the For Our Managing Appendix at MetLife Workforce Customers as an Investor Environment Communities Responsibly Delivering for Our Customers—Customer Service MetLife supports our customers at the toughest times of their lives, so it’s imperative that we make it as easy as possible for them to access information about their policies when they need it most. INITIATIVES TO IMPROVE CUSTOMER SERVICE Transitioning to a single call center Responding to government in Colombia changes in Chile MetLife Colombia has transitioned to a Our pension fund administrator company single customer call center, eliminating ProVida offers advice on how to plan a the previous, less-efficient two-center financially healthy retirement to many model. We also introduced new tools and low- and moderate-income segments of applications to resolve issues quicker and the Chilean population. The administrator help improve the customer experience. provides financial inclusion programs aimed These included: at women, giving them tools to contribute to their pensions and grow at work. • Interactive Voice Response—customers are identified with their ID and directed to a In an effort to soften the economic fallout specialized representative; and of the pandemic, the Chilean government • Specialization of call center representatives authorized emergency pension fund by line of business and skills. withdrawals of 10% on three occasions. Regulatory changes also allowed retirees to gain access to anticipated payments from their annuities. Pension Fund Administrators J.D. Power recognized MetLife’s Retirement were given a short time frame to comply & Income Solutions—Customer Solutions and respond to strong customer demand. Center team for providing “An Outstanding Nonetheless, we fulfilled our obligations and Customer Service Experience” for phone helped provide financial security to many support. This was the third consecutive year Chileans in a time of need. the team was recognized. 2021 SUSTAINABILITY REPORT 36