2022 ESG Report Introduction ESG at Manulife Environmental Social Community Investment Volunteering and Giving Financial Inclusion Diversity, Equity, and Inclusion Talent Management Wellness, Health, and Safety Customer Experience and Well-being Governance Performance Data Abbreviations and Acronyms Customer Experience and Well-being Customer Experience Summary of Our Approach • We are committed to providing high-quality service and products to assist customers in making better financial decisions and live longer, healthier, and better lives. • We collect real-time feedback from our global Net Promoter System (NPS), which informs and allows us to enhance our customer experience strategy. Learn more: Customer Experience Delivering great customer experience starts with listening closely to our customers, learning from their signals and cues, and responding quickly with action. As part of our customer experience priorities, we continue to focus on increasing our digital capabilities to serve customers. We are also continually maturing our NPS system, ensuring we have the best coverage across key touchpoints and the right people in place to act on real-time feedback. In 2022, our NPS score was +20 and we led, or were on par, with industry peers in 11 of the 16 business lines where we benchmark. We have developed forward-looking roadmaps to align and propel our digital customer leadership ambition, refreshed our innovation strategy to embed new ways of working across the business, and advanced our internal capabilities to gather and analyze customer data and sentiment. We have globally deployed human-centred design practices to gather and research design, iterate, and deliver best-in-class experiences that are validated with customers at each step. We are making consistent progress on our global Straight-Through Processing (STP) objective with a 15 percent-point improvement from the 2018 baseline across segments in a variety of areas such as system enhancements, app releases, and increased digital capabilities. Complaint Resolution We are committed to providing high-quality service and products to assist customers in making better financial decisions. If customers have questions or concerns, we see it as our responsibility to respond promptly, accurately, and with the utmost courtesy. Our websites outline complaint resolution processes in each market. The Audit Committee annually reviews the procedures for dealing with customer complaints. Customer centricity is at the heart of our ambition, and we remain committed to achieving our 2025 NPS and STP targets of +37 and 88% , respectively. Behavioural Insurance Summary of Our Approach • Through our behavioural insurance products across Canada, the U.S., and select markets in Asia, we support more than 2.8 million customers in living healthier, more active lives by rewarding them for making healthy lifestyle choices. Learn more: Behavioural Insurance John Hancock Vitality In 2022, we announced our offering of access to GRAIL’s Galleri ® multi-cancer early detection test to a pilot group of existing customers through the John Hancock Vitality Program, in collaboration with reinsurer Munich Re Life US. As the first life insurance carrier to make this breakthrough screening technology available, John Hancock is enabling eligible customers to take proactive steps to better understand and make more informed choices about their health. We also offered our most active John Hancock Vitality members the opportunity to register for the 2022 Boston Marathon as part of our commitment to helping our customers live longer, healthier lives. John Hancock pledged to match up to US$200,000 in Vitality customers’ HealthyFood savings in a donation to Wholesome Wave, a non-profit organization that provides affordable access to fresh, nutritious food for those suffering with nutrition insecurity. In September, we surpassed our match goal, marking a 44% increase in member savings from the same time last year. 2,858 members have participated in the HealthyFood savings program so far and we continue to explore additional promotional opportunities to share the success of this program and meaningful donation more broadly. Within our Vitality program and as part of our continued response to the COVID-19 pandemic, we launched booster shots as a point-earning activity starting in April 2022. Earning points for receiving a COVID-19 vaccination and booster shots is the number one point-earning Prevention activity. 65