Israel Regulator Recovers NIS 21.5 Million for Insurance and Pension Clients
Translated & summarized from NEWSru Israel by baba
Israel's Capital, Insurance, and Savings Market Authority recovered about 21.5 million shekels for clients in 2025 due to intervention on 16,906 complaints. Poor customer service and claim processing delays were the main reasons for compensation. Harel Insurance received the most justified complaints, paying out 9.6 million shekels to policyholders.
The story in 6 lines · by baba
- Israeli regulator recovered NIS 21.5 million for insurance and pension clients in 2025.
- The authority handled 16,906 complaints, with 45% deemed valid and resulting in compensation.
- Poor customer service was the leading cause for compensation payouts across insurance sectors.
- Harel Insurance Company received the highest number of justified complaints (833).
- Harel paid NIS 9.6 million to policyholders, plus NIS 2 million to pension clients.
- Migdal and Menora insurance companies also faced significant numbers of justified complaints.
Israel's Capital, Insurance, and Savings Market Authority (CISMA) successfully recovered approximately 21.5 million shekels for policyholders and savers in 2025, according to the regulator's annual report on citizen complaints. The authority received 16,906 complaints, with 76% being grievances. Nearly half of these complaints, 45%, were deemed valid, leading to compensation for the complainants. Savings funds had the highest proportion of justified complaints at 60%.
Poor customer service was identified as the primary reason for compensation payouts across all insurance sectors, followed by delays in claim processing and payments. CISMA also intervened in cases involving delays in transferring rights and withdrawals, incorrect classifications, late document submissions, and claim rejections.
The insurance company Harel received the most justified complaints, totaling 833. The company paid out 9.6 million shekels to policyholders, an additional 600,000 shekels in exceptional cases, and 2 million shekels to pension clients. Migdal and Menora followed with approximately 440 justified complaints each, paying out 1.5 million and 1.2 million shekels respectively to policyholders.
In property insurance, Wesure, Libra, and Ayalon saw complaint rates significantly exceeding their market shares. Similarly, in travel insurance, Clal, AIG, Migdal, and Menora had disproportionately high complaint percentages relative to their market presence.
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