The document describes John Hancock's Vitality program, which is a life insurance program that rewards policyholders for healthy behaviors like exercise, nutrition, and preventative care. The program uses technology like Fitbits and Apple Watches to track policyholder activity and incentives like discounted hotel stays and cash back for healthy food purchases to encourage healthy behaviors. John Hancock interacts with customers in the program an average of 260 times per year, far exceeding typical customer interactions in other industries. The program has been successful, with Vitality customers more likely to recommend John Hancock, more likely to complete insurance applications, and reporting higher customer satisfaction than industry averages.

1. John Hancock
Vitality
What It Is &
How It Works
September 6, 2019 1

2. Consumers’ product experience has changed tremendously
in most categories
September 6, 2019 2
Communication
But for
Life Insurance…
Automobile Watches

3. Lead to non-
communicable
diseases…
Lifestyle choices
such as…
September 6, 2019 3
Which are
responsible for…
Lack of
Exercise
Poor
Nutrition
Smoking
Level of Alcohol
Consumption
Respiratory
Disease
Diabetes
Cancer
Cardiovascular
Disease
OF ALL DEATHS
IN THE U.S.
54%
Source: Center for Disease Control

4. We launched Vitality for a number of important reasons…
September 6, 2019 4
We saw an opportunity to revitalize a product category
that is as critical as ever for US consumers
Longevity, to an unprecedented extent in the history of civilization,
can be heavily influenced by the choices we make
Fundamentally, we believe that your life insurance company should
care a lot about you living a long, healthy life
The life insurance industry is in a incredibly unique and powerful
position to help customers live a longer, healthier life

5. Transforming the customer experience with John Hancock Vitality
September 6, 2019 5
Earns points for good biometric
results from underwriting
Chooses between a free Fitbit or an
Apple Watch for as little as $25
Earns points on the JHV
mobile app for being active
Gets wheel spins
for exercising
Earns points and saves $$
with the HealthyFood benefit
Meditates regularly with his
free 12-month subscription to
Headspace
Saves up to 50% on stays from
Hotels.com
Earns points for the online
Vitality Health Review
46
Bob receives his Welcome
Kit from John Hancock and
then…
John Hancock interacts with
Bob over 40 times per month
in positive, rewarding ways,
helping him reach his
weight-loss goal and save
money!
Bob, 43, buys John
Hancock Vitality PLUS
life insurance
Vitality Age
46
Vitality Age
43

6. Continuous program improvements to reflect latest in science,
technology, and customer feedback
Partner with
Tufts & Launch
of HealthyFood
program
2015 2016 2017 2018
Launch
Partner with Apple
to introduce Apple
Watch Series 2
Vitality Go and Vitality
PLUS launch to deliver
Vitality to every policy
Apple
Watch
Series 3
offered to
customers
HealthyMind
& Financial
Wellness
September 6, 2019 6

7. Experiencing the
John Hancock
Vitality
Mobile App
September 6, 2019 7
View your
Vitality Profile
Log a
Gym Workout
Experience the
Rewards
Spin the
Vitality Wheel

8. McKinsey & Company recently did a study measuring average customer interactions per year by
industry:
Annual customer interactions
Life Non-Life Motor Health Retail Telco Banking Technology
Companies
Social Media
Source: McKinsey & Company
2 3 4
15
50
70
110
120
400
September 6, 2019 8

9. Completely changing the paradigm for average customer interactions per year between
our industry and our customers
Life Non-Life Motor Health Retail Telco Banking Technology
Companies
John
Hancock
Vitality
Social Media
2 3 4 15
50
70
110
120
260
400
Source: McKinsey & Company and John Hancock Vitality data
Annual customers interactions with John Hancock Vitality
September 6, 2019 9

10. Engaged clients are valuable
Clients are recommending their John Hancock Vitality life insurance
2x more often than traditional life owners.*
Vitality PLUS cases are nearly
20% more likely to close… **
When asked about their advisor, John Hancock Vitality Customer
Satisfaction Score (CSAT)*** is
92 out of 100! – 12% higher than the industry average.
*Based upon the a rolling 12 month placement ratio of JH New Business data of formal applications from May 2017 to April 2018
**Based onn John Hancock’s Net Promotor Score Data, reported from Clarabridge April 2017.
***Statistics based on consumer survey conducted by John Hancock Insurance from 7/17/17 to 8/11/17. September 6, 2019 10

11. T o g e t h e r w e a r e
c h a n g i n g l i v e s ,
c h a n g i n g o u r
i n d u s t r y , a n d
o p e n i n g n e w
o p p o r t u n i t i e s f o r
s u c c e s s !