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©UFS The MetLife Brand: An Asset to Propel Growth Beth Hirschhorn - Vice President, Global Brand and Marketing Services September 8, 2005

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Page 1: The MetLife Brand: An Asset to Propel Growthlibrary.corporate-ir.net/library/12/121/121171/items/164532/090805.pdf · The MetLife Brand: An Asset to Propel Growth ... block" established

©UFS

The MetLife Brand: An Asset to Propel Growth

Beth Hirschhorn - Vice President, Global Brand and Marketing Services

September 8, 2005

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Safe Harbor StatementThese materials contain statements which constitute forward-looking statements within the meaning of the Private SecuritiesLitigation Reform Act of 1995, including statements relating to trends in the operations and financial results and the businessand the products of MetLife, Inc. and its subsidiaries (collectively, the “Company”), as well as other statements including wordssuch as "anticipate," "believe," "plan," "estimate," "expect," "intend" and other similar expressions. Forward-looking statementsare made based upon management's current expectations and beliefs concerning future developments and their potentialeffects on the Company. Such forward-looking statements are not guarantees of future performance.

Actual results may differ materially from those included in the forward-looking statements as a result of risks and uncertaintiesincluding, but not limited to, the following: (i) changes in general economic conditions, including the performance of financialmarkets and interest rates; (ii) heightened competition, including with respect to pricing, entry of new competitors and thedevelopment of new products by new and existing competitors; (iii) unanticipated changes in industry trends; (iv) MetLife, Inc.'sprimary reliance, as a holding company, on dividends from its subsidiaries to meet debt payment obligations and the applicableregulatory restrictions on the ability of the subsidiaries to pay such dividends; (v) deterioration in the experience of the "closedblock" established in connection with the reorganization of Metropolitan Life Insurance Company; (vi) catastrophe losses; (vii)adverse results or other consequences from litigation, arbitration or regulatory investigations; (viii) regulatory, accounting or taxchanges that may affect the cost of, or demand for, the Company's products or services; (ix) downgrades in the Company's or itsaffiliates' claims paying ability, financial strength or credit ratings; (x) changes in rating agency policies or practices; (xi)discrepancies between actual claims experience and assumptions used in setting prices for the Company's products andestablishing the liabilities for the Company's obligations for future policy benefits and claims; (xii) discrepancies between actualexperience and assumptions used in establishing liabilities related to other contingencies or obligations; (xiii) the effects ofbusiness disruption or economic contraction due to terrorism or other hostilities; (xiv) the Company’s ability to identify andconsummate on successful terms any future acquisitions, and to successfully integrate acquired businesses with minimaldisruption; and (xv) other risks and uncertainties described from time to time in MetLife, Inc.'s filings with the Securities andExchange Commission, including its S-1 and S-3 registration statements. The Company specifically disclaims any obligation toupdate or revise any forward-looking statement, whether as a result of new information, future developments or otherwise.

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MetLife Marketing Facts and Figures

• Rich and proud 137 year history that follows and reflects the majorevents that have shaped our times

• MetLife serves individuals in approximately 13 million U.S.households and provides benefits to approximately 37 million U.S.employees and their family members through the workplace

• Outside the U.S., the MetLife companies have direct insuranceoperations in Asia Pacific, Latin America and Europe

• #37 on the Fortune 500 list and one of the most well-knowncompanies in the U.S. achieving nearly 100% awareness measures*

• Recognized and persistent MetLife icons for 20 years– Snoopy– MetLife Blimp

* 2004 MetLife Corporate Advertising and Image Tracking Study

®

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MetLife Planning,Products and

Services

FinancialFreedom

LifeSignificance

Consumer Marketing (Individual Business)

Consumer Value Proposition

© UFS, Inc.

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Employee Benefits Marketing (Institutional Business)

• MetLife provides benefits to over 61,000 employers with as few as twoemployees and as many as 4 million employees

• Our clients are Human Resources professionals, CFOs and employeebenefits brokers and consultants

• Customer satisfaction and persistency rates are extremely strong andcontinually surpass expectations

• Among intermediaries (brokers and consultants), MetLife has veryhigh awareness and consideration measures; employers, however,have lower levels across all brands

• MetLife has a broad and deep product set and enjoys #1 or #2 marketshare positions in 12 employee benefits categories (e.g. Life, Dental,Disability, Long-Term Care, Auto & Home)*

* MetLife Market Research 2004/2005, LIMRA 2004/2005

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Employee Benefits Marketing Challenges

• How can we further establish and solidify MetLife’s leadershipposition in the employee benefits marketplace?

• What will it take for MetLife to be top-of-mind with employers whofocus so much of their resources on medical?

• How can we convert MetLife’s leadership in so many product areasinto recognized leadership in the employee benefits category?

• There is low provider brand awareness among employees largelybecause employee benefits are either un- or employer-branded;what can we do to address this?

• How can we exploit MetLife’s powerful consumer brand in the B2Bspace?

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Solving Marketing Challenges• To address the marketing challenges head on, we needed to

answer several fundamental growth questions:

– What will motivate key target audiences to choose (or in the caseof intermediaries, recommend) MetLife over alternative brands?

– Employers

– Intermediaries

– Employees

– How do we make our excellent brand work even harder for us?

– How do we make the “whole” that MetLife offers (products,service, people, expertise, financial strength) greater than thesum of its parts?

• We call this initiative “Why MetLife?”

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• Step 1: Discovery– Identify brand strength and business challenges

• Step 2: Theme and Hypothesis Development– Construct hundreds of powerful and unique brand attributes to be

tested in quantitative research

• Step 3: Customer Testing– Determine which attributes are important and will drive purchase

intent

• Step 4: Architecting– Synthesize purchase drivers into a brand architecture

• Step 5: Executing– Drive our business

How? - “Why MetLife?” Process Overview

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• Reviewed all prior research over the past five years– Image and awareness studies– Product category reviews– Customer satisfaction studies

• Interviewed internal subject matter experts– Product– Sales– Service– Technology– Investor Relations

• Assessed the competitive landscape

Step 1: Discovery

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IMPORTANCE

MOTIVATING POWER (Drives Purchase Intent)

NEITHERNEITHER

“Table Stakes”High Importance /

Weak Motivating PowerBenefits that have high importance;

also known as price of entry benefits.

“Business Drivers”High Importance /

Strong Motivating PowerBenefits that combine high importance

with strong correlation to intent topurchase– these are the business drivers.

“Differentiators”Low Importance /

Strong Motivating PowerBenefits that correlate strongly with intent to

purchase, but do less well in stated importance.These are “drivers” but they are “below radar” for

consumers, so they support and enhance thearchitecture, they don’t lead.

Step 2: Theme and Hypothesis Development

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11Purchase Intent

Impo

rtan

ce

Step 3: Customer Testing - Employers

MetLife has dedicated serviceteams who are empowered to make

decisions when my employeeshave questions

RRespectespect Flexible/EasierFlexible/Easier

MetLife has experts on staff, including nurses, doctors, dentists, clinicians and disability specialists

whose unique insights help make MetLife’s employeebenefits the best in the industry

The people at MetLife alwaystreat me and my employees withthe utmost respect and dignity

MetLife makes it easy to work with them

Independent ratings confirm thatMetLife is among the strongest financial

institutions in the country, so they’ll be ableto meet their obligations 20 - 30 years down the road

Because of MetLife’s size and capacity, theyare consultative and are able to adapt their solutions to

meet my needs; they don’t force me to do business one way

I know MetLife has the strengthto be totally committed to

the employee benefits business for the long haul, both financially and in terms of people

resources, so I can be confident whenI select them.

MetLife understands that if I selectthem I’m putting my personal reputation on the line; they work with me to ensure things go right

My employee and I know and trust MetLife; I can rest assured when I select MetLife it won’t come back to haunt me later

[Large market][Large market]

WonWon’’t haunt met haunt me

Trust &Trust &PParticipatearticipate

More consumers prefer MetLife than anyother benefits provider, so it makes sense to select them

for my employees

My employees know and trust theMetLife name and it means that their

participation rates will be higher, which makes theprogram more valuable to me and a source of

satisfaction for my employees

Because of MetLife’s wide rangeof products, my employees and I

can have a central point of contact forlife and non-medical employee

benefits, instead of having to deal withmultiple providers across a wide

range of platforms

An impressive 88 of the top one hundred Fortune 500 companies, as well as the Federal Government, have selected MetLife

to provide benefits to their employees

MetLife is either #1 or #2 in12 employee benefits categories, which means they

not only do a lot in employee benefits, they do a lot well;They have unmatched expertise across the widest range

of employee benefits

KeepKeeppromisespromises

[Large market][Large market]

MetLife has the experiencethat comes from serving millionsof employees, providing me with

the guidance andrecommendations I need to keep

my costs under control

MetLife has the most effectiveemployee benefits education and

enrollment programs to helpemployees choose the right

products and levels of coverage

MetLife’s broad range of products,including voluntary benefits, adds

value to my plans MetLife has dedicated service teams

focused on companies my size MetLife has deep experience helpingpeople get through life’s challenges

MetLife has designed its employeebenefits plans and services to reduce my

workload; it’s like having a fully staffedemployee benefits department backing me up

MetLife doesn’t just know employeebenefits, they understand them

in the context of my industry andbusiness situation; they have

experience delivering solutionsthat meet my specific needs

EExperiencexperienceProducts, Tools,Products, Tools,

ExpertsExperts

Because more of my employees are happy withtheir MetLife benefits plans they’re more productive at work

MetLife helps my employeesunderstand that health care

coverage is only the beginning;they need life insurance, disability, long-term care coverage to achieve

true financial freedom

MetLife studies the needs of employees at every stage of life, from starting a new family

to retiring; their solutions are based on adeep understanding of what consumers need,

and when they need it

MetLife’s expertise is deeper thanemployee benefits, they understand

the entire benefits landscape

[Small market][Small market]

[Large market][Large market][Small market][Small market]

Because of MetLife’s wide rangeproducts, my employees and I

can have a central point of contact

[Small market][Small market]

Because of MetLife’s size and capacity, they are consultative and are able to adapt their solutions to meet my needs and are able to offer

innovative solutions specifically designed to meet these needs [Small market][Small market]

Statementsconstructed by

MetLife as a part ofmarket research togauge customer

reaction

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12Purchase Intent

Impo

rtan

ce

Step 3: Customer Testing - Employers

MetLife has dedicated serviceteams who are empowered to make

decisions when my employeeshave questions

RRespectespect Flexible/EasierFlexible/Easier

MetLife has experts on staff, including nurses, doctors, dentists, clinicians and disability specialists

whose unique insights help make MetLife’s employeebenefits the best in the industry

The people at MetLife alwaystreat me and my employees withthe utmost respect and dignity

MetLife makes it easy to work with them

Independent ratings confirm thatMetLife is among the strongest financial

institutions in the country, so they’ll be ableto meet their obligations 20 - 30 years down the road

Because of MetLife’s size and capacity, theyare consultative and are able to adapt their solutions to

meet my needs; they don’t force me to do business one way

I know MetLife has the strengthto be totally committed to

the employee benefits business for the long haul, both financially and in terms of people

resources, so I can be confident whenI select them.

MetLife understands that if I selectthem I’m putting my personal reputation on the line; they work with me to ensure things go right

My employee and I know and trust MetLife; I can rest assured when I select MetLife it won’t come back to haunt me later

[Large market][Large market]

WonWon’’t haunt met haunt me

Trust &Trust &PParticipatearticipate

More consumers prefer MetLife than anyother benefits provider, so it makes sense to select them

for my employees

My employees know and trust theMetLife name and it means that their

participation rates will be higher, which makes theprogram more valuable to me and a source of

satisfaction for my employees

Because of MetLife’s wide rangeof products, my employees and I

can have a central point of contact forlife and non-medical employee

benefits, instead of having to deal withmultiple providers across a wide

range of platforms

An impressive 88 of the top one hundred Fortune 500 companies, as well as the Federal Government, have selected MetLife

to provide benefits to their employees

MetLife is either #1 or #2 in12 employee benefits categories, which means they

not only do a lot in employee benefits, they do a lot well;They have unmatched expertise across the widest range

of employee benefits

KeepKeeppromisespromises

[Large market][Large market]

MetLife has the experiencethat comes from serving millionsof employees, providing me with

the guidance andrecommendations I need to keep

my costs under control

MetLife has the most effectiveemployee benefits education and

enrollment programs to helpemployees choose the right

products and levels of coverage

MetLife’s broad range of products,including voluntary benefits, adds

value to my plans MetLife has dedicated service teams

focused on companies my size MetLife has deep experience helpingpeople get through life’s challenges

MetLife has designed its employeebenefits plans and services to reduce my

workload; it’s like having a fully staffedemployee benefits department backing me up

MetLife doesn’t just know employeebenefits, they understand them

in the context of my industry andbusiness situation; they have

experience delivering solutionsthat meet my specific needs

EExperiencexperienceProducts, Tools,Products, Tools,

ExpertsExperts

Because more of my employees are happy withtheir MetLife benefits plans they’re more productive at work

MetLife helps my employeesunderstand that health care

coverage is only the beginning;they need life insurance, disability, long-term care coverage to achieve

true financial freedom

MetLife studies the needs of employees at every stage of life, from starting a new family

to retiring; their solutions are based on adeep understanding of what consumers need,

and when they need it

MetLife’s expertise is deeper thanemployee benefits, they understand

the entire benefits landscape

[Small market][Small market]

[Large market][Large market][Small market][Small market]

Because of MetLife’s wide rangeproducts, my employees and I

can have a central point of contact

[Small market][Small market]

Because of MetLife’s size and capacity, they are consultative and are able to adapt their solutions to meet my needs and are able to offer

innovative solutions specifically designed to meet these needs [Small market][Small market]

Statementsconstructed by

MetLife as a part ofmarket research togauge customer

reaction

Business Drivers

Differentiators

Table StakesPEOPLE EXCELLENCE: The people at MetLifealways treat me and my employees with the utmost

respect and dignity

WON’T HAUNT ME: My employees and I know and trustMetLife; I can rest assured when I select MetLife it won’t come

back to haunt me later

COMMITMENT: I know MetLife has the strength to be totallycommitted to the employee benefits business for the long haul,both financially and in terms of people resources, so I can be

confident when I select them

SIZE AND STATURE: MetLife is either #1 or #2 in 12employee benefits categories, which means they not onlydo a lot in employee benefits, they do a lot well; they haveunmatched expertise across the widest range of employee

benefits

CUSTOMERS: An impressive 88 of the top one hundredFortune 500 companies, as well as the Federal Government,have selected MetLife to provide benefits to their employees

PARTICIPATION: My employees know and trust theMetLife name and it means that their participation rates willbe higher, which makes the program more valuable to me

and a source of satisfaction for my employees

EXPERIENCE: MetLife has the experience thatcomes from serving millions of employees,

providing me with the guidance andrecommendations I need to keep my costs under

control

TOOLS AND RESOURCES:MetLife is committed to keeping me on top of

industry trends by giving me and my employeesaccess to the latest tools, information and

resources

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13

• Employers have a dilemma and are looking for a solution• They’re balancing the needs of employees, while holding the line

on costs

• Employers are “doing more with less”• They want their employee benefits life simplified, and are

motivated by ways we can get work off their plate

• Employers are risk averse• Their reputations are on the line• Their selection of a benefits provider cannot come back to haunt

them later

• More than anything, they want outstanding and consistentservice• Across all of the fundamentals

For employers, it’s as much about their own need to minimizehassle and risk as it is about supporting employees

Step 3: Customer Testing - Employers

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MetLife Point of Difference

MetLife makes my job easier, helping me offer the best plans while controlling my costs,so choosing MetLife is a decision that won’t come back to haunt me

MetLife Support

Dedicated serviceteams get it done

Consultative & flexible solutions that

work for my situation & add valueto my plans

Experience to help me controlcosts AND deliver industry-

best benefits

MetLife Support

Committed for thelong haul to

always keep theiremployee benefits

promises

Comprehensivesuite of products,

and access to tools/ resources &experts I need

They treat me andmy employees withrespect & integrity

They take work offmy plate & reduce my

workload

ProspectsMy employees know,trust, & participate sothey’re more satisfied

Step 4: Architecting - EmployersStatementsconstructedby MetLife

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• Distribution

• Product

• Service

• Marketing– Realigned Marketing resources against customer segments (employers,

intermediaries and employees) instead of product lines– Developed new communications platforms

Step 5: Executing

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With MetLife Employee Benefits,

THINGS GO RIGHT FOR YOU,

your company and your employees

Step 5: Executing -Employer Communications Platform

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With MetLife Employee Benefits, THINGS GO RIGHT FOR YOU, yourcompany and your employees

– Committed for the long haul to the employee benefits business– MetLife treats you & your employees with respect and integrity– Employees know and trust MetLife– MetLife has a comprehensive suite of products and access to the tools,

resources and experts you need

– MetLife has the breadth of experience to make your job easier– MetLife optimizes plans and services to take work off your plate

• Because MetLife makes employee benefits simpler and easier

• Because selecting MetLife won’t come back to haunt you later

Step 5: Executing -Employer Communications Platform

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1818

How it feels when

things go right

Proof point

Expands onProof point

“Call to action” andwhymetlife.com

website suggest thatwe’ll continue to

provide more reasonsto choose MetLife

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1919

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2020

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2121

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Why We Know This Will Work - Employer Highlights

20%

30%

40%

50%

60%

70%

1 2 3 4Before After

Group LifeLargeMarket

Group DentalMid

Market

Group DisabilityVery Small

Market

Group LTCVery Large

Market

Before After Before After Before After

45

58

40

25

46

57

41

59

+29%

+60%

+24% +44%

Based on the description you just heard, please indicate how likely you wouldbe to switch to MetLife as your provider of this benefit?

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Coming Soon: Updating the Consumer

Employees

MetLife preparesme for living

Consumers

Financial freedomto enable

consumers toachieve a life ofsignificance -however they

define it

Constructed in2000

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Employees Consumers

UpdatedConsumer Brand

(2005)

Coming Soon: Updating the Consumer

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• Completed in-depth environmental and competitive analyses toidentify general trends and fielding quantitative research to addressthese findings:

– Financial burden is building/Safety net nation– Consumers do not feel smart or empowered about their finances– Technology is enabling consumers to become smarter shoppers and is

allowing them to customize products and services– Consumers are placing greater value on their family, friends and neighbors

and in integrity and principles

• How do we package our vast array of products and leverage ourmyriad distribution and advice points to get people what they needmost?

• As the Baby Boomers head into retirement, how do we leverage ourunique combination of retirement products, distribution and expertisein the mature market?

• What steps do we need to take to prepare for the next big cohort, theEcho Boomer generation, which is just now entering the workforce?

Coming Soon: Updating the Consumer

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Job #: METL_UMB1_M2102 AClient: MetLifeProduct: Umbrella Print “Confidence”Pub./Issue Date:Colors: 4CActual Size: Bleed: 8.75"w x 11.375"h

Trim: 7.875"w x 10.5"hSafety: 7"w x 9.75"h

Client Folder: METL_UMB1_M2102 AFile Name: M2102_A.qxdDate: 05/17/05AD: M. Fravia x2958AE: J. Kasprzyk x3389Production: M. Cook x3582Traffic: J. Santorsola x3179Project Manager: T. Lennane-Chimbo x3543Artist(s): sk, jh, bb, bb, jh, jb, jh, DL, tl-c/sk,tl-cProof #: 10 9

THIS ADVERTISEMENT PREPARED BY FCB_NEW YORK

A feeling of confidenceknowing you’ve chosen the same provider as 88 of the top 100 companies.(

When you work with MetLife, you’re in excellent company. After all, 88 of the top one hundred FORTUNE 500® companies choose MetLife for their employeebenefits. Even the U.S. Government counts on us for coverage for its employees. So you know we can satisfy the most rigorous requirements across all industries.Whether your company has two employees or two million, MetLife can help makethings go right for you. And our commitment of more than 135 years lets you feelconfident that we’ll be there for you and your employees, today and down the road.

whymetlife.com/benchmark

Compare your benefits portfolio to those of othercompanies of like size and industry. Download acopy of our Benchmarking Report at:

have you met life today?®

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Job #: METL_UMB1_M2057 AClient: MetLifeProduct: Umbrella Print Pub./Issue Date:Colors: 4CActual Size: Bleed: 8.75"w x 11.375"h

Trim: 7.875"w x 10.5"hSafety: 7"w x 9.75"h

Client Folder: METL_UMB1_M2057 AFile Name: M2057A_Ad.qxdDate: 5/03/05AD: M. Fravia x2958AE: J. Kasprzyk x3389Production: M. Cook x3582Traffic: J. Santorsola x3179Project Manager: T. Lennane-Chimbo x3543Artist(s): tl-c, jh, sk, jh, sk, gw, skFonts:Proof #: 10

THIS ADVERTISEMENT PREPARED BY FCB_NEW YORK

A sense of assuranceknowing you’ve chosen the #1 or #2 provider in 12 benefits categories.1(

You have a lot to gain from MetLife’s breadth of experience. By partnering with MetLife, you won’t just have a provider who offers the products you need. You’ll have an expert who understands employee benefits in every industry, for every size company and every business situation. And with specialists in each benefits category, we can help you spot trends, anticipate what’s coming, and be ready for the challenges ahead. We bring a unique perspective that can make things go right for you. Of that you can rest assured.

Take advantage of our perspectivenow. Download our latest Study ofEmployee Benefits Trends at:

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1. MetLife Market Research 2004, LIMRA 2004/2005. ©2005 Metropolitan Life InsuranceCompany, New York, NY 10166. PEANUTS © UFS, Inc. L0504CQF8(exp1206)MLIC-LD

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whymetlife.com

Find out what MetLife can do for you. Go to:

Take advantage of our perspective now. Downloadour latest Study of Employee Benefits Trends at:

whymetlife.com/study

You have a lot to gain from MetLife’s breadth of experience. By partnering with MetLife, you won’t just have a provider who offersthe products you need. You’ll have an expert who understands employeebenefits in every industry, for every size company, and every businesssituation. And with specialists in each benefits category, we can helpyou spot trends, anticipate what’s coming, and be ready for the challengesahead. We bring a unique perspective that can make things go rightfor you. Of that you can rest assured.

MetLife’s award-winning2 tools and technology take work off your plate. Of the more than one million employees registered for MyBenefits, nearly allof them prefer it for online enrollment, claims management, and coverageinformation. And with MetLink®, MetLife’s online benefits administration tool,you save time with instant online access to employee benefits eligibility, claimsand reporting. All of this leaves you more time to plan, organize and deal withbigger issues. Take a moment to think about that.

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knowing you’ve chosen the #1or #2 provider in 12 benefits categories.1

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1. MetLife Market Research 2004, LIMRA 2004/2005. ©2005 Metropolitan Life InsuranceCompany, New York, NY 10166. PEANUTS © UFS, Inc. L0504CQF8(exp1206)MLIC-LD

1. 2004 MyBenefits User Satisfaction Study. 2. www.webaward.org, Sept. 2003; www.ambest.com, Oct. 2004.©2005 Metropolitan Life Insurance Company, New York, NY 10166. PEANUTS © UFS, Inc. L0506JTQZ(exp0606)MLIC-LD

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Job #: METL_UMB1_M2119 DClient: MetLifeProduct: Umbrella Print Pub./Issue Date:Colors: 4CActual Size: Bleed: 11.125" x 14.875"

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A sense of accomplishmentknowing your benefits will be implemented more smoothly,with greater satisfaction.(

The majority of MetLife clients rate our implementation process better thanother carriers’.1 And why not? We provide a dedicated team of knowledgeableexperts who will optimize every step from benefits installation and employeeeducation to enrollment and technical assistance. With our help, your employeeswill understand the value of the benefits being offered and participate in largenumbers. Even the Harvard Business Review recognized MetLife’s leadership in theimplementation process.2 So just imagine what we can help you accomplish.

whymetlife.com/expertise

Learn how our expertise can make things go right for you at:

have you met life today?®