Frequently Asked Questions COVID-19 Preparedness

MetLife Auto & Home® takes the health and well-being of our customers and their families seriously. During this time, our team is ready and here for you.

What steps is MetLife Auto & Home taking?MetLife Auto & Home is leveraging its existing business continuity plans and revising these plans through the lens of a global pandemic. This includes reviewing a number of potential scenarios, including employee and location outages as well as various work from home solutions and stress testing our plans.

How is MetLife Auto & Home meeting customer needs during this time?We are focused on ensuring business operation continuity during this time. This includes responding to inquiries and processing and paying claims. To achieve this, we are conducting mock pandemic exercises, stress testing critical processes and systems, and determining alternate solutions for all critical processes, including resources and technology. Our planning also includes testing for a high number of resources being out due to illness and counter-measures and supplemental staffing, should this situation arise.MetLife Auto & Home remains committed to ensuring our customers get the service they expect, maintain the coverages they need, and that we process all claims for all products in a timely manner. We are working with our customers in affected markets to promptly address their questions on coverage, claims, and treatment. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

Is MetLife Auto & Home prepared to handle a large shift to remote workers or an increase in claims volume?Yes, MetLife Auto & Home is prepared to handle a shift to a remote workforce. Our staff is already equipped to work remotely and securely. The MetLife Auto & Home claim team is cross-trained and equipped with capabilities and alternative methods to service your claims. If a pandemic results in increased claims, we can adjust accordingly and handle any spikes in volume.

What is MetLife Auto & Home doing for its employees?The health and well-being of our employees is a top priority. MetLife Auto & Home is closely monitoring the coronavirus situation around the world. We are taking a number of proactive steps to protect the well-being of our employees. These include:• A ban on all non-essential travel, both

internationally and domestically,• All U.S. employees, unless otherwise noted, are

working from home until further notice,• Employees who are part of our business continuity

plan's critical-process work are coming to the officeon rotating schedules,

• Deep cleaning of facilities where our people work,and,

• Regular consultations with medical professionals toensure our policies remain robust.

June 2020

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FOR SERVICE & AGENT USE ONLY - CONTAINS MATERIAL NOT APPROVED FOR CUSTOMER USE

MetLife Auto & Home Specific Questions:Q: Can I suspend my auto liability coverage?While you may be able to suspend your auto liability insurance coverage, if you do, your vehicle will be uninsured. If your state verifies that registered vehicles maintain liability insurance, you may receive notification from the state indicating that your vehicle is not insured, and you may be subject to fines and/or penalties.

Q: Can I drive my vehicle if I suspend my auto liability coverage?If you suspend liability coverage, it may not be legal to drive or operate your vehicle on a public roadway. Also no one else will be able to drive or operate your vehicle on a public roadway. (i.e. can not drive to the doctor’s office or pharmacy).

Q: I have decided to suspend my auto liability coverage; what else do I need to do?Contact your state DMV to know what is required in your specific state. Generally, however, in many states, if you suspend your auto liability insurance you are required to notify the state that the vehicle is not going to be operated on roadways. Additionally, some states require that you return the vehicle’s license plate to the Department of Motor Vehicles before you suspend coverage.

Q: Are there other ways to save money on my auto insurance to avoid having to suspend coverage?

There may be other ways to save more on your auto coverage, while keeping you and your family protected. For example, consider completing an on-line driver training course, such as one of the Adept Driver Training programs. These programs can be completed in less than a week and you may qualify for a discount for up to three years. The Adept Driver Training programs can be found at www.adeptdriver.com.

Call our customer service team at 1-800-438-6381 to discuss any potential discounts or savings for which you may be eligible. If you work with an independent agency, please call your agency for assistance.

Q: Should I submit a claim if I'm unsure whether it's covered?We encourage customers to submit their claims, even if they are in doubt of coverage or need specific coverage guidance. We will help determine whether the claim is covered.

Q: What special handling, if any, will MetLife Auto & Home put in place to facilitate claim review?As the health of our customers and associates remains our highest priority, our claims adjusters may use alternative contact-less approaches to help settle your claim, reducing person-to-person contact as well as individuals' concerns during these times. We will continue to assess and make appropriate adjustments to ensure the safety of our associates and to ensure our customers are assisted in a caring and timely manner.

Q: Can I file an auto or home claim during the COVID-19 pandemic?Our team has business continuity plans in place and will be processing and paying claims during this time.

Q: Can I contact customer service about my auto and home policies during the COVID-19 pandemic?Our team has business continuity plans in place and will be responding to customer inquiries during this time.

Customer service can be reached at 1-800-438-6381 or you can access your policyonline at MetLife.com. If you work with anindependent agency, please call your agency forassistance.

Q: Should I expect delays in working with MetLife Auto & Home during the COVID-19 pandemic?MetLife Auto & Home is committed to continuing to provide timely service during this challenging time. If customer demand is higher than expected, we will communicate with our customers to properly set expectations around our ability to deliver services within specific time-frames.

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Q: How is MetLife Auto & Home helping those in my area that are affected by COVID-19?We are working with our customers in affected markets to promptly address their claims and servicing needs. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

Q: Where can I manage my auto and home policies online?You can register your policies online at MetLife.com to utilize the MetLife Online Service Center. To create an online account, select "Log In" in the upper right-hand corner of the homepage and then select "Create a new account." You will need to have your policy number and effective date handy in order to create the account. This information can be found on your auto insurance ID card or policy declarations page.

If you previously registered for an online account, simply visit MetLife.com, select "Log In" in the upper right-hand corner of the homepage, and enter your user ID and password. There is a password reset process available online if you forgot your login credentials.

In the Online Service Center, you can:

• View/print policy documents• View/print auto insurance ID cards• Pay your bill• Submit a claim

Q: How do I access my auto insurance ID cards?You can access your auto insurance ID cards online at MetLife.com and through the MetLife mobile app (available in The Apple Store and Google Play store).

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Q: How can I delete a vehicle if I am unable to return my plates because the DMV is closed? (NY & MA)In New York, registration can be canceled by returning your plates to the DMV via mail. You may contact us at 1-800-438-6381 with the postmarked date that the plates were returned and we will remove the vehicle from your policy. Please note that the date postmarked must match the date of removal or you could potentially receive a letter from the NY DMV for a lapse in insurance coverage.

In Massachusetts, registration can be canceled online if the plates are registered to one person. Limited RMV offices are open by appointment only for in-person registration changes. Once the plates have been canceled, you can send us the plate return receipt or contact us to remove the vehicle the date the registration is canceled.

Q: What if I am supposed to take my car for an inspection? We will be suspending all pre-insurance inspections on automobile policies in all states where pre-insurance inspections are required (Currently NY, NJ, FL, MA).

Q: Can my customer change their usage if they are not driving to work?Review usage per vehicle with the customer and make adjustments from work/business use to pleasure use as necessary. Advise customers to contact us to update their policy when they return to working from their place of employment. Note - pleasure use is not always a lower premium than work use in some cases.

Q: Do I have coverage if I am using my car for deliveries?We encourage you to submit claims, even if you are in doubt of coverage or need specific coverage guidance. Our current personal auto insurance policies, in many states, provide coverage while customers are using their vehicles to make deliveries. Additionally, during the COVID-19 crisis, we are temporarily extending coverage under all personal auto insurance policies at no additional charge to provide coverage while a policyholder is making deliveries in response to the crisis, effective March 20 through May 1, 2020.

Q: What if I am scheduled for a property inspection of my home? Effective immediately, our property inspection providers will only be conducting exterior inspections. As the health of our agents, associates, and customers remains our highest priority, our intent with this approach is to reduce person-to-person contact as well as individuals' concerns during these times.

Q: I see other companies are offering policy relief to auto customers, what is MetLife Auto & Home doing?We understand your customers are likely driving fewer miles during this time, so our MetLife Auto customers will receive a 15% credit of two months premiums.* Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

Q: Can I defer my premiums?Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment and will waive late payment fees. If you are still able to pay your bill, we encourage you to do so. If you can make a partial payment, that may also help reduce your overall balance. Any state-specific guidance providing a longer noncancellation period or other related requirements will supersede this policy.

Q: What if I canceled my policy in the middle of April or May? Will I still get a partial credit?No. The premium credit only applies to active MetLife Auto® policies.

Q: Will I get a refund if I have already paid for the month? The premium credit will be applied to your balance as described above.

Q: Will I get a refund if I have already paid in full? Customers who have paid premiums in full will receive a payment equivalent to the credit. More details to follow.

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Q: What if I would prefer to have my credit refunded instead of applied to my policy balance? The premium relief program provides a credit to future bills.

Q: What if my policy has already been canceled for non-payment, can I request a reinstatement? Standard reinstatement procedures are in place. Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment. If your policy canceled for non-payment on or after March 14, 2020, please contact us to discuss reinstatement.

Q: What will happen in June if the situation does not improve? Will this program end in May 2020?We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, the premium credit program applies to premiums paid in April and May 2020.

Q: Does the cancel hold apply to all policies, including home insurance? Yes, this includes all policy types.

Q: What if my auto policy just started in April, will I still get the credit? The same terms apply.

Q: What if I am in NY, the governor provided a 12 month grace to pay the 60 days worth of premium, will I still get the credit?Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit.

Q: When will my credit be applied? MetLife Auto & Home will automatically apply the credit beginning in June.

Q: Will the premium for my auto and home insurance go up if I use the ID Theft coverage? No, using your ID theft coverage will not impact future premiums.

Q: Will the credit be 15% of April/May auto earned premium?Yes, the credit will be equal to 15% of two months of premium, using April & May's earned premium.

Q: What if I cannot get an updated report card for my good student discount renewal? If the school district or school system building are closed and/or classes are not meeting in person or are canceled due to COVID-19 and/or emergency orders by the government, the following notes apply:

Under the Proof of Eligibility requirements if the school district or system did not produce report cards, transcripts, or a Dean’s List or Honor Roll for the most recent semester or quarter, the last report cards, transcripts, or Dean’s List or Honor Roll produced by the district or system shall be acceptable. If unable to obtain any of the these items due to COVID-19 school closures, a statement from the student’s teacher that the student is performing at a level as required is sufficient.

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Service Specific Questions:Q: When will the 15% credit be applied to my customers bill? MetLife Auto & Home will automatically apply the credit beginning in June.

Q: When will my customers see the credit on their statement?MetLife Auto & Home will automatically apply the credit beginning in June. After applied, customers will begin to see the adjustment on their next bill or deduction, depending on their billing cycle.

Q: What if my customer is paid in full, how do they receive the credit?If the policy is paid in full, the premium credit will be refunded. If the policy renewal has already processed, the credit will be applied to the renewal balance.

If the credit generates a refund, the refund will be mailed to the customer in paper check form. Per normal processing, refunds are issued after 15 calendar days. Please advise the customer to allow 10-14 business days to receive the refund after the credit is applied.

Q: Does the ID Protection services from CyberScout apply to immediate family members not in my customers household?Household members and children under 26 are already included, the extended benefit includes the following family members, even if not in the household:***

• Adult children, 26 years of age or older• Parents (including stepparents and legally

adoptive parents)• Sister or brother (including stepsisters and

stepbrothers, or adoptive sisters or brothers)Q: How are you defining immediate family members?Household members and children under 26, the extended benefit includes the following family members, even if not in the household**:

• Adult children, 26 years of age or older• Parents (including stepparents and legally

adoptive parents)• Sister or brother (including stepsisters and

stepbrothers, or adoptive sisters or brothers)

Q: Will additional details be provided on the Expanded Identity Theft Protection? Services by CyberScout are part of the policy today (see state exceptions), and we are temporarily extending them other family members.

The services included are available at https://www.MetLife.com/individual/insurance/identity-protection.***

Q: How can we tell what customers are eligible for the credit? Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit.****

Q: Can we email the press release to the customer if they request it?Yes, please direct customers to the below link

https://www.MetLife.com/about-us/newsroom/2020/april/metlife-provides-relief-to-auto-insurance-customers/

Q: What if my state insurance commissioner doesn't allow rebates?The premium relief credit is subject to regulatory approval for all states. We are currently reviewing any state specific directives to accommodate state requirements.

Q: How will pro-rated mid-term changes to the policy impact the credit? The credit will be determined using the monthly earned premium, which will account for mid-term policy changes.

Q: If a policy canceled, and there was a loss involved, how do we proceed with the reinstatement? If there is a request to reinstate a policy that canceled for non-payment of premium (because the customer was affected by the COVID19 pandemic) within the moratorium time frame (3/14/2020 – 7/1/2020) and there is a loss involved, the policy can be reinstated by Services without the need for UW intervention.

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Q: What date are we going back to for reinstatements from cancels due to COVID -19?If the policy canceled for non-payment from3/14/20 to present, and the customer wasimpacted by COVID-19, we will allow areinstatement without lapse.

Q: How will service/agents be able to identify the premium relief credit on the system?The premium credit will show as a payment applied to the balance in June. More details to follow.

Q: Are bill holds being placed automatically or are we to manually add them? These are automatic. Through July 1, 2020, we will not cancel nor non-renew policies due to nonpayment and will waive late payment fees. If your client is still able to pay his/her bill(s), we encourage him/her to do so. If he/she can make partial payments, that may also help reduce his/her overall balance. Any state-specific guidance providing a longer non-cancellation period or other related requirements will supersede this policy.

Q: If current policy is paid in full and renewal has already run, will credit for April and May be applied to renewal or will customer be mailed a refund?The credit will be applied to the renewal.

Q: Will the credit for April and May be done in one lump sum or separately at different times?The credit will be applied in June as a credit accounting for 15% of two months premium.

Q: MyDirect - will this bill hold work the same as a cat bill hold, as in we will prevent it from becoming delinquent but still bill the auto pay method to attempt payment? The hold will work as the current CAT hold works, we will still attempt to deduct payment from their payment method on file.

Q: What if an insured has paid their premium in full - will they get credit for those 2 months?Auto policies that are active on 5/31/20 are eligible to receive the credit, even if paid in full.

Q: How will we be communicating with customers who have not provided an email and do not have access to the Internet for the FAQs page?At this time, we are pursuing a USPS mailing, SMS text, and social media options.

A direct mail communication is in process and will be sent to most customers who did not receive our email communication around the last week of May.

Q: Will the premium relief credit apply to PAKII auto policies?Yes, all active auto policies as of May 31st, 2020 will be eligible to receive the premium credit, subject to regulatory approval.

Q: Are there any states that will be excluded from receiving the policyholder communications (i.e. NY, CA)? If so, when and how are we planning to communicate to that audience? The customer email communication is countrywide for all customers who have provided a valid email address and are eligible to receive email communications.

Q: Why is MetLife Auto & Home only offering 15% of two months when other companies are offering more? We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, our premium credit program in place is for 15% of 2 months premium. We are still analyzing recent claim counts to determine the true impact of reduced/limited driving. Additionally, these actions have to be coordinated across 51 jurisdictions and follow any specific state directives, as well as obtain regulatory approval.

If/when the COVID-19 situation extends past May, we will identify any additional actions that may be appropriate.

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Q: If a policy canceled, and there was a loss involved, how do we proceed with the reinstatement? If there is a request to reinstate a policy that canceled for non-payment of premium (because the customer was affected by the COVID19 pandemic) within the moratorium time frame (3/14/2020 – 7/1/2020) and there is a loss involved, the policy can be reinstated by Services without the need for UW intervention.

If there is a risk that falls outside of these date parameters, and a loss is involved, we may have a contested coverage situation.

Q: Will there be outbound call campaigns to affected payroll customers? If so, can we exclude specific accounts from the call outs. Yes, there are planned outbound campaigns to contact terminated or furloughed payroll deduct customers to assist with billing questions or changes.

If you wish to have your group account excluded, you can notify your account representative and we will have the group excluded from the call outs.

Q: NY stated that customers will be able to pay premium over a 12 month repayment period. How to I take advantage of that repayment period?Directives and emergency orders at a state level are coming in from various states. We are reviewing each order and determining the appropriate action needed. We are currently working on a system to allow the payback of premium over the 12 month period. Once those details have been determined, we will share information with our NY customers.

Q: My customer in California is asking about the state's directive to return premiums, how are we addressing that directive?The state of California asked all insurers to review the impact of reduced driving and apply a credit to account for that reduction. MetLife Auto customers in California will receive a 15% credit of two months premiums. Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

Q: I have a California customer asking to reduce their annual mileage on their policy, can I adjust their mileage?Advise the customer that we’ve already taken reduced mileage into account and are giving them a 15% premium credit to be applied in June.

If the customer insists, advise we can adjust mileage, but it must be an annual estimate. That amount is VERY difficult to accurately estimate in today’s environment. That’s why we’ve taken the 15% credit approach to all auto customers.

If customer continues to insist that we update their policy mileage, adjust miles accordingly.

Q: A customer's policy renewed without the Defensive Driver discount and they are unable to go to class to take the course. We do have online options available, but many take AARP or other defensive driver courses in their community. The system is programmed to remove at 3 years - are we allowing additional time?For both new business and renewal, the current process for adding and validating a defensive driving course discounts remain unchanged.

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However should a customer contact us to indicate difficulty completing an online or classroom course and/or obtain necessary documentation or certificates of completion due to delays, cancellations or closures associated with the COVID-19 crisis, we will provide the requested discount without proof and pursue validation as we normally would upon expiration of the discount. Service associate should process the policy change to add the discount back to the policy, if expired.

Q: After July 1, will my customer be required to pay the suspended premium back in one lump sum or will it be spread throughout the remaining term?After bill holds are removed, customers will be billed based on their payment plan and schedule following normal processing. The amount of the bill will be dependent upon the timing of their billing cycle and the remaining time in their current term.

Refer to Salesforce Knowledge solution - Bill Hold Processing (MBS), under MBS Processing While in Bill Hold/Upon Bill Hold Release

Q: Will the credit be a lump sum or spread throughout the remaining term?The credit will be applied beginning in June, equal to 15% of two months of premium. The remaining bills or payment deductions will be adjusted accordingly based on the new balance after the credit and the customer's payment plan schedule.

Q: When do Monthly Billing Customers (payroll/EFT) get the 15% credit applied to their bills?MetLife Auto & Home will automatically apply the one-time credit beginning in June. Billing will be adjusted after the credit is applied based on the customers billing schedule and next available bill run date.

Q: What is the proposed process for direct bill customers?MetLife Auto & Home will automatically apply the one-time credit beginning in June. Billing will be adjusted after the credit is applied based on the customers billing schedule and next available billing date.

Q: How does this credit impact my customer's premium totals?The credit will be applied to the policy balance. Billing statements will be adjusted to reflect this credit based on the policy's payment plan schedule.

Q: Will MetLife Auto & Home be communicating a total amount of premium that will be returned to customers? For example, one competitor stated “they are crediting more than $600 Million with paybacks to customers due to COVID”. We have not made an announcement indicating the total amount of premium credit at this time.

Q: What if the bill run date has passed, the deduction was made and there is a NSF? How will we handle the fees, welcome discount and the ExpressIt® discount? If the customer was impacted by COVID-19 and missed a payment on auto-pay, reasonable accommodations can be made to waive NSF fees, put back on auto-pay and re-add discounts, as necessary.

Q: Customers have heard that certain insurance companies are lowering premiums for healthcare workers for home and auto who are dealing directly with COVID. Is MetLife Auto & Home doing this? Our premium credit applies to all active auto customers. We are not adjusting the benefit based on type of employment.

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Q: Will the credit relief say COVID-19? Will it look different then an endorsement credit? The credit will be applied for Classic policies as a 120 payment code to the billing system. It will not specify COVID-19, however, we will provide service with the dates of application for identification. The payment credit will show on the billing screens.

There is no messaging on the customer's statement to indicate the payment was for the premium credit, however customer communications have advised we would apply the credit beginning in June.

Q: The policy has a permanent bill hold, the customers are calling and saying it isn’t allowing them to make the payment online. Is this correct and can it be changed? Customers should still be able to make payments on-line, even if the policy is on a bill hold. If the customer is having trouble, please report as a system issue following your normal processing.

Q: Will we also be waiving processing fees?Processing or payment fees are not included in the automatic waiver with the billing accommodations. Late fees only will be waived with the bill holds automatically in place in until 7/1/20.

Q: What will happen after a freeze/standardization is removed from ExpressIt or MRCC?Once the freeze/standardization has been released, a new deduction amount will be calculated based on the remaining balance and the remaining number of deductions available in the policy term.

Q: After the credit is applied, will we still offer to freeze or standardize deductions for customer's experiencing payment difficulty? If the customer is experiencing payment difficulties due to COVID-19 impact, we are willing to make reasonable billing accommodations.

Q: My customer has a new policy that just issued in April or May, why is their credit small?The 15% premium credit is based on earned premium for the month's of April and May. If the customer's policy has not been in effect for the full month of April or May, or both, then the credit is prorated for number of days the policy was in effect.

Example: If the policy became effective on May 15th, the credit would be 15% of the premium from May 15th - May 31st.

Q: Will we be considering the premium credit for June? We are continuously reviewing the impacts of COVID-19 and evaluating our response. We are still analyzing recent claim counts to determine the true impact of reduced/limited driving. Additionally, these actions have to be coordinated across 51 jurisdictions and follow any specific state directives, as well as obtain regulatory approval.

If/when the COVID-19 situation extends past May, we will identify any additional actions that may be appropriate.

Q: Does the auto credit apply to NC ceded policies?Yes, but the credit will only apply to the physical damage coverage. The credit will not apply to the ceded liability premiums.

Q: Does my customer have coverage for delivery?At MetLife Auto & Home, many of our auto insurance programs already provide coverage for people using their personal vehicles for delivering medicine or food. Additionally, during the COVID-19 crisis, we are temporarily extending coverage under all personal auto insurance programs at no additional charge to provide coverage while a policyholder is making deliveries in response to the crisis, effective March 20 through July 1, 2020.

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Q: When will the auto premium credits be applied?Classic/Legacy policies will begin applying credits between June 2nd and June 29th in order to complete for all policies. Application date will be determined by last digit in the INTERNAL policy number (excluding the suffix). Ex. External number is 435876750-0 and Internal number is 123456789-0 - application date based on #9.

• 6/2-6/3 - Policy numbers ending in 0and all PAKII

• 6/4-6/5 - Policy numbers ending in 1

• 6/8-6/9 - Policy numbers ending in 2and all Mercer

• 6/10-6/11 - Policy numbers ending in 3

• 6/12-6/15 - Policy numbers ending in 4

• 6/16-6/17 - Policy numbers ending in 5and Met360

• 6/18-6/19 - Policy numbers ending in 6

• 6/22-6/23 - Policy numbers ending in 7

• 6/24-6/25 - Policy numbers ending in 8

• 6/26-6/29 - Policy numbers ending in 9

• 6/30 - Clean up of any outstandingcredits

MyDirect Auto credits will apply between June 8th and June 12th.

If you are unable to view the internal policy number on ARS, please note all credits will be applied by June 30th. For specific questions, contact the ARC.

Q: Will the credit apply to trailers, motorhomes, or camper trailers?No, the credit will only apply to private passenger auto types. Policy types for trailer, motorhome, RV, Cycle, etc, already take into consideration in the rating for limited usage.

Q: My customer stated they received a letter that their payment was not received, but due to a catastrophic weather event, we would be keeping their policy in effect? Is this related to COVID-19?Yes, in order to quickly implement a bill hold process due to the COVID-19 pandemic, we utilized our current CAT weather bill hold process. Advise the customer that the letter will be updated in the future, and review any billing needs.

Q: Are we still pursuing collections with CCS? For policies in collections prior to COVID-19: CCS suspended outgoing collections call in Mid-April, but still sent 1 letter to customers. The first of May they started calling in a select few states with 1 phone call, slowly ramping back up. CCS will continue to work with each customer's needs.

For customers who canceled after the bill holds were put in place due to COVID-19: Customers that owe earned premium won't move forward to collections until after the 7/1/20 bill hold is removed.

Q: Are we waiving the short rate fee in Massachusetts and North Carolina if a customer cancels? No, the short rate fee will still apply, where applicable.

Q: Customers understand that MetLife Auto & Home gave the auto premium credit, but they are still not driving, what else can they do to lower their rates?We understand that each situation is different. We can complete a policy review to look for opportunities to reduce your rate or if there are any additional discounts. (If no opportunities, refer to the retention unit for any coverage reduction advice.)

We can also review payment options, if you need alternatives to your current payment plan.

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Q: Why does the IVR state the auto premium relief payment/credit was received via credit card or auto draft? The premium relief credit is being applied as a payment to the customer's account. If the customer listens to the IVR for last payment applied, and they are on ExpressIt and MRCC, the IVR message will state the credit/payment was received from their credit card or checking account. This is not the case.

If the customer states that we took a payment in error, confirm if they heard the information from the IVR. Verify if the payment they are disputing was the premium relief credit. Review billing with the customer and advise the customer the credit was not taken from their credit card or checking account, it was the 15% premium credit that MetLife Auto & Home applied on their behalf.

Q: Why will it take the whole month of June to apply the credits to our Classic/Legacy policies? We have approximately 1.2 million active auto policies. In order to prevent overloading to our print team with revised bills, refunds, pre-notifications, etc. in addition to daily printing done in the course of business, we had to spread out the application of credits to ensure all documents and mailings are sent timely.

Q: What if my customer's policy is not showing a credit and they qualify? If the customer should have received the credit based on the application schedule, review the listing of potential disqualifiers to determine if eligibility. If the customer was eligible please contact your Resource team for additional assistance.

For agents, please contact the ARC for assistance.

Q: Are we making arrangements or reach outs for customers coming off of bill holds?Yes, we will be reaching out to customers through email and sound bite phone messages to advise that the bill hold will be removed beginning July 1st. The communication will provide customers with a phone number or email to contact us for assistance with their billing. Customers can reach a specialized care team for billing assistance at 800-438-6383 or careteam20@metlife.com.

Q: What options are available for customers who come off a bill hold and are unable to pay the large bill?We will review the following to find a plan to fit the customer's needs.

• Policy coverage review & eligibilityreview for any additional discountsavailable to their product

• Alternate billing type & pay plan optionsavailable to them – electronic, Payroll,more frequent installments

• Temporary bill holds

See "Pay less than billed amount" solution in Salesforce Knowledge.

Q: Why is my customer not seeing the credit in their June billing statement?Each policy is different, as the billing schedule is based on the chosen pay plan and the effective dates of the policy term. Once the credit is applied, beginning in June, the remaining balance on the policy will be adjusted down to reflect the amount of the credit. From there, we will take the new balance and revise the billed amount based on the chosen pay plan. The new bill amount or deduction will be reflected most likely in June or July, depending on the billing schedule.

Review the credit scenarios document with real life examples of credit applications and corresponding billing actions.

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Q: Will we be reviewing for potential rate decreases in the future due to reduced driving?We are actively evaluating the impacts of reduced driving from COVID and, where our results warrant, we are committed to taking appropriate pricing actions.

Employer Specific Questions:Q: What happens to my employer discounts if I am laid off or my employment furloughed? If you purchased a policy through our employer-group insurance program, and are laid-off, furloughed, or unemployed as a result of the pandemic, we will maintain your group rates and, if applicable, payroll-deduction discount, for an additional term for those policies renewing prior to July 1.

Q: What happens if my insurance payments can no longer be deducted from my paycheck?We're here to help! If payroll deduction is no longer an option, please contact us at 1-800-438-6381 for payment solutions to fityour needs.

Q: Will we be pushing communications out proactively to our P&C customers (Employer level and EE level) about the 15% credit on premiums and specifically how will the credit work depending if they are on PD, ExpressIT® or DB (sending refund checks, lowering future payroll deductions, a credit at next renewal, etc)?Yes, for customers who have provided an email address and consented to email communications. We will also be posting the communication on MetLife.com for customers.

Q: Will the customer communication target both customers and group HR contacts?No, the communication will only go to customers. We will also post the communication on MetLife.com.

Q: For policyholders on payroll deduct, will the credit be applied in the months of May and June only, or will it be deducted from the total balance owed and then re-spread across remaining months? The credit will be applied to the balance, deductions will be adjusted based on re-spread logic and remaining deductions for the term.

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Q: If an employee enrolls for May 1st will they get 1 month of discount? Correct, the credit will be calculated based on the days active in April and May, if only active in May, credit amount will be based earned premium for May.

Q: Back to work after furlough, will my customer's policy have to be paid up to go back on payroll?We will waive equity requirements after customers impacted by COVID19 return to payroll deduction, unless required by the company.

Q: Are we able to make an exception to send premium relief checks to accounts with special circumstances or who prefer a check refund? i.e. NYSUT, teachers are not billed during summer months, will not see credit until September. We are not able to make exceptions to return the premium credit as a refund. All eligible policies will receive the premium relief credit posted to customer's account balances beginning in June. Billing will be adjusted on the next available bill run date.

Q: I am broker who communicates directly with policyholders of my group account relationships? Can communications from MetLife Auto & Home to that audience be suppressed (i.e. Mercer Admin, Pearl Carroll, etc.)Yes, please notify your account representative if you wish to have your group excluded from communications.

Q: I am a broker with unique billing/payroll customizations in place with MetLife Auto & Home? CSEA (GPC BTY) – Civil Service Employees Association. What do I need to do, and who do I contact for support for the proper processing of the premium relief credits? Employer contacts should start by reaching out to their MetLife Account Representative who will engage the appropriate subject matter experts from P&C product, billing, service to assist.

Small Commercial Specific Questions:Q: Are we offering premium relief credits for commercial auto policies? In regards to commercial business premium relief, MetLife Auto & Home is currently reviewing state directives. More details to follow.

Q: Does the non-cancel period until 7/1/20 apply to commercial policies? To help offset financial hardship for our customers, MetLife Commercial will offer cancel holds until 7/1/20.

Q: Does the Identity Theft Protection coverage apply to commercial policies? Identity Theft Protection coverage does not apply to small commercial policies.

Q: Does MetLife Commercial offer delivery coverage on commercial policies? Commercial auto policies do offer coverage for delivery use; and, Business Owner Policies may be eligible for an endorsement that will cover delivery use. Customers should contact their agents with coverage questions pertaining to their policy.

Q: Can my commercial customer add or increase coverage such as Employment Related Practices Liability, Restaurant Endorsement, Spoilage coverage, etc.?A moratorium is in effect that prohibits the addition of the following coverages to a Business Owner Policy (BOP): Employment Related Practices Liability, Restaurant Endorsement, and Spoilage coverage.

Q: Are we able to pause/suspend policy while the business is forced to be shut down due to state mandates? We are not able to suspend a policy. We can offer a bill hold or cancellation.

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Q: As a group employer, am I able to find out who the customer communications went to from my group and how much the premium credit will be? Our email communication went out to approximately 45% of our group customers. We are unable to provide a list specific to the group account. The auto premium credit will be applied beginning in June, and we are not able to provide the information in advance. There are many factors that can change between now and June that could affect the amount.

Q: Can furloughed group employees with the possibility of returning to work enroll in our group Auto and Home as a new customer?MetLife Auto & Home is a voluntary benefit. If the employee is still on the company's eligibility file, the employee can still sign up and take advantage of group discounts, but may need to choose a pay plan other than payroll deduction.

Q: Can furloughed group employees who will not be returning to work enroll in our group Auto and Home as a new customer? MetLife Auto & Home is a voluntary benefit. If the employee is no longer on the company's eligibility file, the employee can still sign up but may not be eligible for group specific discounts.

Q: Should call center sales reps be submitting the manual ARTS employee eligibility request for those employees who are furloughed/and/or temporarily out of work? If the employee is furloughed with a high possibility to return to work, and should be listed as benefits eligible, then yes, the call center sales rep or agent should proceed with submitting the ARTS request.

If the employee is furloughed/terminated, without the possibility of returning to work, there is not a need to contact HR to verify eligibility, as they are no longer benefits eligible or eligible for group discounts. The policyholder can still obtain insurance through MetLife Auto & Home and enroll EFT, RCC, or Direct Bill billing options, however group discounts will no longer apply.

Q: What if my client would prefer to have his/her credit refunded instead of applied to his/her policy balance? The premium relief program provides a credit to future bills.

Q: How does this credit impact my commissions? The intent is not to impact agency commissions.

Q: What if my client's policy has already been canceled for non-payment, can he/she request a reinstatement? Standard reinstatement procedures are in place. Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment. If your client's policy is canceled for non-payment on or after March 14, 2020, please contact us to discuss reinstatement.

Q: How will the MetLife Auto Relief Credit impact my Earned Premium? The MetLife Auto Relief credit will be applied as a premium payment just like any other premium payment would, so it will not look like a reduction in premium endorsement or write off. Therefore, there will be no negative impact to Earned Premium.

Q: As agents, could we get more specific guidance related to the application of the credit? The premium credit will be applied in June, and will be based on 15% of April & May's earned premium. The credit will be applied to the customer's balance. All billing action taken after the credit is applied will follow the same billing or prenote schedules that are in place today if the policy balance were reduced mid-term.

Q: The livery extension coverage previously went from March 20 - May 1. Will the coverage be extended and to when?Extension of delivery coverage for those policies that currently have exclusions has been extended until 7/1/2020.

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Agency Specific Questions:Q: Even though my agency is not on MetLife Auto & Home's service center model, can my client call MetLife Auto & Home directly?If your agency is not on our service center model, your client will work with you. If you need to contact us, on behalf of your client, call 1-800-255-0332 to speak to a representative fromour agency response center.

Q: I see other companies are offering policy relief to auto customers, what is MetLife Auto & Home doing?We understand you are likely driving fewer miles during this time, so our MetLife Auto customers will receive a 15% credit of two months premiums.* Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

Q: Can my client defer his/her premiums? Through July 1, 2020, we will not cancel nor non-renew policies due to nonpayment and will waive late payment fees. If your client is still able to pay his/her bill(s), we encourage him/her to do so. If he/she can make partial payments, that may also help reduce his/her overall balance. Any state-specific guidance providing a longer non-cancellation period or other related requirements will supersede this policy.

Q: What if my client canceled his/her policy in the middle of April or May? Will he/she still get a partial credit? No. The premium credit only applies to active MetLife Auto & Home auto policies.

Q: Will my client get a refund, if he/she has already paid for the month? The premium credit would be applied to his/her balance as described above.

Q: Will my client get a refund, if he/she has already paid in full? If your client's policy were paid in full, he/she will receive a payment equivalent to the credit(s). More details to follow.

MetLife Auto & Home is a brand of Metropolitan Property and Casualty Insurance Company and its affiliates, Warwick, RI. © 2020 MetLife Services and Solutions, LLC.

*The MetLife Auto Relief credit will be applied to the next billing statement. Subject to any required regulatoryapproval. Commercial auto policies are not eligible to receive the MetLife Auto Relief credit.**See state exceptions.***Credit monitoring and free credit reports are not included for other extended family members.****Subject to regulatory approval.

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