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MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Defined Benefit and Defined Contribution Recordkeeping

Investment Service Operations System

Pandemic Planning at MassMutual and impact of COVID-19
MassMutual has maintained a Pandemic Response Plan for over 15 years. The plan is organized in three
phases: Monitoring, Partial Activation and Full Activation and utilizes specific trigger events to direct the
actions that will be put in place for each phase. Because MassMutual is a global firm, the plan does allow
for different operating locations to be in different phases depending on what is happening in a given region.
This plan was utilized in the current COVID-19 crisis and directed the actions as the event evolved in the
US and around the world.
MassMutual has been able to effectively respond to the challenges caused by COVID-19. Over 98% of the
workforce was transitioned to work-from-home beginning in March 2020, before any known cases were
identified in the workforce. Collaboration tools, largely electronic workflows, and a robust IT infrastructure
have helped to ensure the workforce remains productive and able to process transactions. In Q1 and Q2
2020, MassMutual responded to the requirements of the CARES act passed by congress and modified
systems and processes, where appropriate, to meet customer needs. MassMutual continues to closely
monitor the situation and is prepared to adjust as the pandemic evolves. Despite the devastation caused
by this terrible disease globally, MassMutual continues to operate from a position of strength and has been
able to maintain effective controls across all lines of business.
COVID-19 Impact on Internal Controls

The coronavirus pandemic (COVID-19) has had minimal impact on control activities within the scope for
this report. In addition, the pandemic has had little impact on the services we provide our members and
employers. The majority of services can be conducted remotely, and that has allowed us to safeguard the
health and well-being of our staff, our members and our participating employers. Despite the disruption
COVID-19 has caused to the economy, we have continued to distribute benefit payments on time, process
retirement and withdrawal applications, and maintain our technological infrastructure with no lapse in
service. MassMutual continues to monitor internal controls, including controls that have been temporarily
adjusted during the pandemic, to ensure they are operating effectively.

MassMutual Defined Benefit and Defined Other Information Provided by MassMutual
Contribution Investment Service Operations
System
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