Strategic Highlights In 2022, we added innovative customer-centric enhancements across our product shelf to help Canadians focus on improving their health and wellness. We also advanced our digital capabilities across our businesses to stay connected with our clients and strengthen their experience with us. We continued to offer a differentiated customer experience. In 2022, we: • Continued the expansion of the Manulife Vitality program, demonstrating our commitment to helping our customers lead healthier lives. All eligible new retail term and universal life insurance policies will include Vitality Go at no cost, while additional features are available with Vitality Plus for a low monthly fee; • Reduced Group Benefits claims processing times by 60%, providing a better customer experience as evidenced by an increase in our net promoter score; and • Launched a campaign in Group Benefits to help new customers easily access and use our digital tools, better understand their benefits plan, and learn how to submit claims online. We further advanced digital solutions across our business. In 2022, we: • Enhanced our apps across many businesses: • Launched an upgraded Manulife Vitalitymobile app experience for our individual insurance business, giving the app a new look and feel with easier navigation to further drive customer engagement; • For our Group Benefits customers, our Manulife Mobile app added a new user interface and navigation refresh, full integration with Manulife ID, and new drug coverage lookup functionality; • Launched a new customer site for Retail Insurance customers and their advisors, giving real time access to coverage information. This site sets the foundation to enable future digital transactions for our customers; and • Continued to advance our digital solutions with enhancements to Manulife.ca that included enabling artificial intelligence and natural- language processing capabilities to make searching for product information quicker, more accurate and more intuitive. 28 | 2022AnnualReport | Management’sDiscussionandAnalysis