Israeli Insurance Service Index Reveals Wide Gaps in Customer Care
Translated & summarized from Calcalist by baba
Israel's annual service index for 2025 reveals significant disparities in customer service among insurance companies and pension funds. "Direct Insurance" leads in comprehensive car insurance and health insurance, while "Agricultural Insurance" tops home insurance and "PassportCard" leads travel insurance. "Ayalon" is first in life insurance, and "Meitav" leads pension savings. The index's usefulness is limited by its late publication, with 2025 data released in October 2026.
The story in 5 lines · by baba
- Israel's 2025 service index shows "Direct Insurance" leading in car and health insurance, with significant wait time differences.
- "Agricultural Insurance" and "PassportCard" ranked first in home and travel insurance respectively.
- "Ayalon" leads life insurance, while "Meitav" tops pension savings, with "Yelin Lapidot" leading provident funds for 12 years.
- The index highlights major differences in customer service quality and phone response times across companies.
- A key criticism is the index's delayed release, with 2025 data published in October 2026, reducing its current relevance.
Israel's Capital Market, Insurance and Savings Authority has released its annual service index for 2025, offering consumers a look into the service quality of insurance companies and pension fund managers. The index, which measures various insurance sectors separately, does not crown a single best company, as performance can vary significantly across different product lines. For comprehensive car insurance, "Direct Insurance" leads with a score of 88, followed by "Libra" and "Ayalon" at 87. "Wysur" received the lowest score of 78, with "Hachshara" at 79. Notably, "AIG" climbed five spots to fifth place, and "Shlomo Insurance" rose from eighth to fourth. Wait times for car and home insurance customer service also varied greatly, with "Shlomo Insurance" averaging 35 seconds, while "Migdal" averaged nearly four minutes.
In health insurance, "Direct Insurance" took the top spot with a score of 85, displacing last year's leader. "Migdal" ranked last with a score of 74. Average phone wait times in this sector ranged from 1 minute and 6 seconds at "Direct Insurance" to 4 minutes and 25 seconds at "AIG". For home insurance, "Agricultural Insurance" jumped from fourth to first place with a score of 92, while "Menora" was at the bottom with 76. "PassportCard" leads in travel insurance with 95 points, followed by "Direct Insurance" (93) and "Phoenix" (92), with "Migdal" last at 79. In life insurance, "Ayalon" is first with 90 points, and "Harel" is last with 77, experiencing the longest average phone wait time of 4 minutes and 30 seconds.
For pension savings, "Meitav" rose from fourth to first place with a score of 83, tied with "Clal". "Menora", last year's leader, dropped to 80. "Infinity" is last with 73 but showed the largest score improvement. In provident funds, "Yelin Lapidot" has been the leader for 12 consecutive years. A significant weakness of the index is its delayed publication; the 2025 results are released in October 2026, making it less relevant for current consumer decisions. The authority attributes the delay to the transition to the new IFRS17 accounting standard, but assures it will not affect future publication dates.
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