A TIAA-CREF RETIREMENT PLAN PRESENTATION TO: OCTOBER 20, 2010 FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC.

Transcription

1 A TIAA-CREF RETIREMENT PLAN PRESENTATION TO: OCTOBER 20, 2010 FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. Source: facebook.com/pages/hackensack-university-medical-center/

2 INTRODUCTIONS TAMEEKA AVILES, Director DAVID DUNNE, Senior Vice President PIERRE DEJEAN, Managing Consultant PATTY HARTE, Vice President SCOTT TURANO, Director DOUG CALNEK, Managing Director Institutional Development & Sales Shared Services Institutional Relationships Field Consulting Group Digital Strategy & Experience Shared Services FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 1

3 TODAY S DISCUSSION I II III IV V VI VII Understanding the Goals of Hackensack University Medical Center (HUMC) TIAA-CREF Overview Plan Sponsor Services The HUMC Employee Experience Implementation Investments/Pricing Why Select TIAA-CREF? FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 2

4 HACKENSACK UNIVERSITY MEDICAL CENTER CURRENT STATE AND FUTURE STATE CURRENT STATE Retirement Plans Pension Plan Non-ERISA 403(b) plan 457(b) top hat plan Plan Statistics 7,614 total employees 6,500 employees eligible for retirement benefits $147 million in total estimated plan assets: FUTURE STATE (effective January 1, 2011) Retirement Plans New Defined Contribution plan New ERISA 403(b) plan 457(b) plan Partially frozen pension plan Frozen non-erisa 403(b) plan Plan Statistics 6,500 employees eligible for retirement benefits 5,000 employees eligible for new DC plan (core and match) 1,500 employees eligible for Pension Plan and match only Multiple Providers MetLife Diversified Investment Advisors Sole Provider FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 3

5 COMPREHENSIVE SOLUTIONS TO HELP MEET THE GOALS OF HACKENSACK UNIVERSITY MEDICAL CENTER Consultative Guidance and Client Support Low Fee Structure Streamlined Administration Commitment to Innovation Full Regulatory Compliance Investment Menu Flexibility High-Impact Employee Services FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 4

6 TIAA-CREF OVERVIEW FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 5 Source: facebook.com/pages/hackensack-university-medical-center/

7 ALIGNED CULTURES. SHARED VALUES. COMMON GOALS. AN IDEAL PARTNERSHIP Hackensack University Medical Center and TIAA-CREF exist solely to exceed the expectations of those we serve whether delivering compassionate patient care or retirement security. It is our shared commitment to carry out the highest standards of excellence, integrity and respect that lay the foundation for a mutually rewarding partnership one built on trust and collaboration. FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 6

8 LONG-TERM EXPERIENCE AND FINANCIAL STRENGTH FROM THE BRAND YOU CAN TRUST EXPERIENCE BY THE NUMBERS 90+ years serving those who serve others $410 billion in retirement assets 15,000+ retirement plan clients 27,000 retirement plans 3.7 million participants Data as of 6/30/10. * TIAA has received the highest ratings for its stability, claims-paying ability and overall financial strength. These ratings do not apply to variable annuities, mutual funds or any other product or service not fully backed by TIAA's claims-paying ability. Ratings may be affirmed or adjusted at any time. There is no guarantee that current ratings will be maintained. ** TIAA-CREF received the highest numerical trust score among financial services and insurance industry brands included in The Harris Poll 2010 EquiTrend Study, which is based on opinions of 19,708 U.S. consumers ages 15 and over surveyed online between 1/12/10 and 1/ 21/10. Your opinion may differ. Highest Ranked was determined by a pure ranking of a sample of financial services and insurance industry brands. FINANCIAL STRENGTH (TIAA) Broad Claims-Paying Ability Strong Capital Position Highest Ratings (TIAA)* A.M. Best Company A++ (12/09) Fitch AAA (4/10) Moody s Investors Service Aaa (7/10) Standard & Poor s AAA (8/10) BRAND STRENGTH** FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 7

9 PLAN SPONSOR SERVICES FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 8 Source: facebook.com/pages/hackensack-university-medical-center/

10 TIAA-CREF S DEDICATED HOSPITAL SEGMENT FOCUSING EXCLUSIVELY ON SERVING YOUR UNIQUE NEEDS TIAA-CREF s Hospital Segment is focused exclusively on helping our hospital healthcare clients deliver the most effective retirement programs to their employees 120 Clients Nationwide $15 billion in Assets Under Management More than $1 billion in Annual Contributions Specialized Expertise in Benefits Policy and Plan Design Representative Clients Since Dana Farber Cancer Institute 1976 Partner s Healthcare System, Inc Brooklyn Hospital Center 1964 Cincinnati Children s Hospital Medical Center 1958 NYU Langone Medical Center 1919 Flexible Service Delivery Model Community Partner and Volunteer Local Hackensack Office 9

11 THE TIAA-CREF MANAGING CONSULTANT COORDINATING SOLUTIONS ALIGNED WITH YOUR OBJECTIVES PLAN DESIGN TRAINING Managing Consultant DAN CONMY Leads the Relationship QUALITY ASSURANCE INDUSTRY UPDATES RESOURCE COORDINATION FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 10

12 INTEGRATED SERVICE DELIVERY. INDUSTRY DISTINCTIVE VALUE. Managing Consultant DAN CONMY ADMINISTRATION COMMUNICATION & EDUCATION IMPLEMENTATION Institutional Liaison CHRISTINE KEHOE Marketing Director KERRY BETTENHAUSEN Individual Consultant PETER CONTINI Wealth Management Advisors (4) Plan Implementation Manager TERRI JAMES Communication & Education Manager BRAD THOMAS FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 11

13 HOW WE DELIVER THE BEST OUTCOMES ANALYZING CURRENT TRENDS TO INFLUENCE FUTURE BEHAVIOR Plan Data/Employee Demographics Peer Benchmarking Investment Gap Analyses/Benchmarking Administrator Feedback Participant Feedback Surveys Seminar Attendance Focus Groups Website Usage FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 12

14 TIAA-CREF SECURE PLAN ADMINISTRATOR WEBSITE EFFICIENT, CENTRALIZED PLAN MANAGEMENT Online Plan Administration Employee accounts Participation rates Contributions and remittances Enrollment, salary deferral agreements Reports and templates Forms, resources and help Auditor access FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 13

15 FIDUCIARY AND COMPLIANCE SERVICES MAKING IT EASY TO REMAIN COMPLIANT CONSULTATIVE GUIDANCE Investment policy services Legal and auditor support Legislative and regulatory updates 403(b) Resource Center TESTING, MONITORING AND REPORTING Audit support toolkit Contribution limits Nondiscrimination testing Plan document services Plan financial reporting package Loans and hardship withdrawals Fee disclosure package FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 14

16 THE HUMC EMPLOYEE EXPERIENCE FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 15 Source: facebook.com/pages/hackensack-university-medical-center/

17 BETTER-INFORMED EMPLOYEES. BETTER INVESTMENT DECISIONS. STRONGER PLAN RESULTS. Only TIAA-CREF offers HUMC employees a combination of: Customized financial education and communications programs with Nationally recognized Advice, including fund recommendations from Noncommissioned consultants and advisors* The result? Your employees understand and apply sound retirement investment principles so that they are better prepared for retirement. * Our consultants and advisors receive no commissions. We compensate them through a salary-plus-incentive program that rewards client service as well as financial results. FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 16

18 ADVICE, EDUCATION AND COMMUNICATION OUR PHILOSOPHY AND APPROACH PERSONALIZED PLANNING. MAXIMIZED PARTICIPATION. LIFETIME INCOME IN RETIREMENT. EARLY CAREER MID-CAREER PRE- AND POST-RETIREMENT FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 17

19 TIAA-CREF ADVICE AND PLANNING SERVICES DESIGNED TO ADDRESS THE UNIQUE NEEDS OF EVERY EMPLOYEE Counseling sessions targeted to career and life stages help employees answer three primary questions: Am I saving enough for retirement? How should I allocate and invest to reach my goals? When can I retire? GUIDANCE & EDUCATION PERSONALIZED ADVICE & COUNSELING Asset Allocation Savings Rate Distribution Options Retirement Age Advice and Planning Personalized Action Plan Fund Recommendations CUSTOMIZED FINANCIAL SOLUTIONS * Holistic Planning Discretionary Mgt. Fiduciary Services * These services may not be available to all employees. FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 18

20 TIAA-CREF ADVICE AND PLANNING SERVICES ACTION REPORT WITH PERSONALIZED RECOMMENDATIONS RECOMMENDED SAVINGS RATE RECOMMENDED ASSET ALLOCATION RECOMMENDED FUND SELECTION DESIRED RETIREMENT INCOME FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 19

21 TIAA-CREF COMBINES PERSONALIZED ADVICE WITH LIFE-STAGE EDUCATION Advice One-On-One Education Group Telephone Hackensack University Medical Center Employees Enrollment Information Account Help Digital Retirement Income Strategies FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 20

22 LEADING EDGE DIGITAL STRATEGY ACCESS TO INFORMATION WHEN YOU WANT IT, HOW YOU WANT IT Website Mobile Facebook Twitter TC Listens Market Insights on itunes myretirement.org FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 21

23 DURING THE TRANSITION AND ONGOING ON-SITE SERVICE COMMITMENT Implementation Administrator/Staff Support and Training: Unlimited Employee Counseling: Unlimited Employee Group Meetings: Unlimited Ongoing Administrator/Staff Support and Training: 6 days Hackensack University Medical Center Counseling and enrollment sessions On-site Telephone Counseling Center Local Hackensack office Website enrollment Employee Counseling: 26 days Employee Group Meetings: 4 days (3 to 5 meetings per day) FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 22

24 IMPLEMENTATION FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 23 Source: facebook.com/pages/hackensack-university-medical-center/

25 PROVEN IMPLEMENTATION PROCESS DISCIPLINE AND EXPERIENCE ENSURE OPERATIONAL EFFECTIVENESS DEDICATED PLAN SPONSOR SUPPORT PLANNING AND SETUP END-TO-END TESTING ONGOING SUPPORT Implementation Manager oversees transition Team leaders oversee delivery and assure quality Key tasks and activities Services Data requirements File formats Enrollment, loan and financial data review Multiple levels of testing Monitoring Institutional Liaison for ongoing administration Single, Integrated Implementation Team FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 24

26 NEW PLAN IMPLEMENTATION HIGH-LEVEL MILESTONES Timeline Milestone Who Action October 25, 2010 Overview of HUMC s New Plan(s) TIAA-CREF & HUMC Implementation Essentials - Overview Adhere to HUMC s Plan Design Enrollment, Remittance and SPARK Data Transmittal Requirement and Layout Needs Communication and Education Strategy Statement of Work and Implementation Readiness Prerequisites Plan Documents / SPD Employer Application(s) New Contract Setup Design Documents Recordkeeping Agreement Amendments Custodial Agreement / Trust Agreement Administrator Website Authorization November 1, 2010 TIAA-CREF Document Preparation TIAA-CREF TIAA-CREF prepares and furnishes legal documents and customized documents for HUMC endorsement FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 25

27 NEW PLAN IMPLEMENTATION HIGH-LEVEL MILESTONES Timeline Milestone Who Action HUMC provides: Copy of Plan Document / SPDs Endorsed Forfeiture Retirement Choice / Plus Employer Applications (as needed) Week 9 Endorsed Recordkeeping Agreement (2 Wet All Prerequisites HUMC Signature Copies) (11/8/2010) Received Endorsed Custodial Agreement (3 Wet Signature Copies) Endorsed Statement of Work (SOW) Endorsed Plan Design Setup Document SPARK File Layout Test File Set Up New Contracts in Preproduction Environment 9-Week Implementation Commences (11/8/2010) Initiate Implementation Process TIAA-CREF IT File Testing Begins (SPARK) Begin Marketing Strategy Microsite Development Employee Communication and Education Materials FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 26

28 NEW PLAN IMPLEMENTATION HIGH-LEVEL MILESTONES Timeline Milestone Who Action Week 7 11/22/2010 Plan Setup Validation TIAA-CREF Review and Validate Contract and Plan Setup Reports - TIAA Internal Review Provide HUMC with Plan Setup Report to review and endorse Weeks /29/ /6/2010 Push Plan to Internal Systems TIAA-CREF Review Plan Details in Plan Rules, OMNI Ensure Funds On Platform Review of Marketing Readiness Set Up Microsite Staging Environment Week 4 12/13/2010 Employee Communication Materials Provided TIAA-CREF & HUMC Review and Approval of Employee Notification and Communication Materials Weeks /20/ /27/2010 Test Results and Production Environment Validated TIAA-CREF HUMC Microsite Internal Validation Online Enrollment Validation Administrator Website Validation IT Data File (Enrollment, Remittance) Certified Approval to Proceed and Go Live FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 27

29 NEW PLAN IMPLEMENTATION HIGH-LEVEL MILESTONES Timeline Milestone Who Action Week 3 12/20/2010 Administrator Website Walkthrough TIAA-CREF & HUMC TIAA-CREF walks HUMC through Plan Administrator Website and tools Week 2 (12/27/2010) Enrollment Begins TIAA-CREF HUMC s Marketing Plan Delivered: Communication and Education Strategy Updated Microsite Live In Production Week 1 1/3/2011 Production Data Delivery HUMC Salary Reduction Agreements, Applications delivered to TIAA-CREF 1/7/ st Remittance Received TIAA-CREF & HUMC 1/ 7/2011 remittance received Post- Implementation (30 to 60 days) Service Monitoring TIAA-CREF & HUMC Ongoing Service Monitoring FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 28

30 INVESTMENTS / PRICING FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 29 Source: facebook.com/pages/hackensack-university-medical-center/

31 OPEN ARCHITECTURE INVESTMENT MENUS Flexible Open architecture Accessible 20,000+ funds Easy Fund menu exchanges Advantageous Plan expense reimbursements FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 30

32 INVESTMENT MENU FLEXIBILITY TIER I: PASSIVE TARGET DATE LIFECYCLE FUNDS VANGUARD TARGET DATE RETIREMENT FUNDS (INV) TIER II: PASSIVE CORE FUNDS CORE FIXED INCOME LARGE CAP CORE EQUITY SMALL- / MID-CAP CORE EQUITY WORLD (EX-US) CORE EQUITY Vanguard Total Bond Market Index Inv Vanguard 500 Index Inv Vanguard Extended Market Index Inv Vanguard Total International Stock Index Inv TIER III: ACTIVE CORE FUNDS MONEY MARKET SHORT DURATION FIXED INCOME CORE PLUS FIXED INCOME REAL RETURN GLOBAL REITS LARGE CAP CORE EQUITY MID CAP CORE EQUITY SMALL CAP CORE EQUITY WORLD (EX-US) CORE EQUITY Vanguard Prime Money Market Inv Goldman Sachs Short Duration Goverment Fund Inst l Prudential Total Return Bond Fund Z PIMCO Real Return Inst l Morgan Stanley Global Real Estate Portfolio I Davis NY Venture A Touchstone Mid Cap Growth Y DFA US Small Cap Portfolio I Manning & Napier Overseas FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 31

33 TIAA-CREF IS COMMITTED TO PROVIDING THE HIGHEST VALUE SERVICES FOR THE LOWEST COST TO HACKENSACK UNIVERSITY MEDICAL CENTER Full Range of Solutions Dedicated Service Teams On-Site Advice and Counseling On-Site Group Meetings Tailored Communication & Education Programs Innovative Planning Tools Outsourced Administration Competitive Fee Structure Revenue Requirement 30 bps Fiduciary & Compliance Services Investment Menu Flexibility Customized Employee Website Local TIAA-CREF Hackensack Office Make Whole Provision FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 32

34 WHY SELECT TIAA-CREF? FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 33 Source: facebook.com/pages/hackensack-university-medical-center/

35 TIAA-CREF STANDS READY TO MEET THE GOALS OF HACKENSACK UNIVERSITY MEDICAL CENTER HUMC GOALS Demonstrated expertise in administration, recordkeeping and compliance Customized financial education and communication programs delivered by noncommissioned, on-site consultants Knowledgeable, responsive, well-trained and proactive service team partners Noncommissioned, on-site representatives TIAA-CREF SOLUTIONS Streamlined, web-based plan management, proven operational effectiveness and a full suite of fiduciary and compliance services Targeted, life-stage communication and education programs designed to maximize employee participation Consultative guidance and client support from Dedicated the most transition experienced teamretirement professionals in the industry Award-winning, objective advice delivered onsite, by phone and in the local Hackensack office Investment diversification and flexibility Open architecture menus with flexibility of investment choice Best Open overall investment value platform a competitive to ensure price investment flexibility Best total value for the lowest available price FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 34

36 OUR COMMITMENT: EXCEPTIONAL SERVICE, DISTINCTIVE VALUE A PARTNERSHIP BUILT ON TRUST FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 35

37 IMPORTANT INFORMATION TIAA-CREF Individual & Institutional Services, LLC and Teachers Personal Investors Services, Inc., members FINRA, distribute securities products. Advisory services offered by Advice and Planning Services, a division of TIAA-CREF Individual & Institutional Services, LLC, a Registered Investment Advisor. Annuity contracts and certificates are issued by Teachers Insurance and Annuity Association (TIAA) and College Retirement Equities Fund (CREF), New York, NY. TIAA-CREF products may be subject to market and other risk factors. See the applicable product literature, or visit tiaa-cref.org for details. Investment products are not FDIC insured, may lose value and are not bank guaranteed. You should consider the investment objectives, risks, charges and expenses carefully before investing. Go to tiaa-cref.org for a prospectus that contains this and other information. Please read the prospectus carefully before investing Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF), New York, NY C49204 FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 36

38 APPENDIX FOR FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR FOR USE USE WITH WITH OR OR DISTRIBUTION TO THE TO PUBLIC. THE PUBLIC. 37 Source: facebook.com/pages/hackensack-university-medical-center/

39 TIAA-CREF ADVICE AND PLANNING SERVICE RECOGNIZED FOR EXCELLENCE GET ADVICE AT WORK The 3.2 million employees of colleges, hospitals and other notfor-profits whose retirement plans are managed by TIAA-CREF generally have access to the most extensive personal workplace advice. TIAA-CREF, the nation s second largest manager of retirement savings plans, has a staff of 600 planners. Workers can request midcareer, preretirement or retiree counseling sessions. The last are multihour meetings that include general tax and estate planning advice plus a specific, written asset-allocation plan that looks at all your assets. Forbes 2009 Retirement Guide, Playing the Numbers (9/08). This claim should not be seen as an endorsement by Forbes. FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 38

40 INDUSTRY-LEADING QUARTERLY STATEMENT REINFORCING THE IMPORTANCE OF RETIREMENT READINESS Our easy-to-read statement keeps participants fully informed about their accounts. TIAA-CREF ranked 7 th out of 25 providers based on preferences for participant statement content and design.* * Source: DALBAR, 12 th Annual Survey, Trends and Best Practices in Investor Statements, December Based on 300 investor responses. We help your employees see their retirement readiness by systematically educating them on how much they should be saving to achieve retirement income goals FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 39

41 CLIENT SATISFACTION THIRTEEN BEST-IN-CLASS SERVICE AWARDS TIAA-CREF received 13 Best-in-Class awards in PlanSponsor s annual Defined Contribution Survey. More than 88% of client respondents said they would recommend TIAA-CREF.* Market Size Small Plans ($5M - $50M) Large (> $200M - $1B) Mega (> $1B) Service Category Participant Service Fees Education Program Asset Allocation Focus Communication Materials Education Program Enrollment Assistance Asset Allocation Focus Reporting Timeliness Retiree Services Participant Service Fees Plan Sponsor Services Form 5500 Accuracy Responsiveness Regulation Updates * September 1, FOR INSTITUTIONAL INVESTOR USE ONLY. NOT FOR USE WITH OR DISTRIBUTION TO THE PUBLIC. 40