Israeli National Insurance Institute Faces Client Dissatisfaction, Survey Reveals
Translated & summarized from Cursorinfo by baba
A 2025 survey by Israel's Central Bureau of Statistics found that approximately 507,000 Israelis were dissatisfied with services from the National Insurance Institute (Bituah Leumi). Common complaints included long waits and poor information. Despite this, overall satisfaction has risen significantly since 2015. The report also highlighted disparities in satisfaction and service access among different demographic groups, including Arab and Jewish Israelis, and assessed local social services.
The story in 5 lines · by baba
- Around 507,000 Israelis were dissatisfied with services from the National Insurance Institute in 2025.
- Long waiting times were the most common complaint among dissatisfied Bituah Leumi clients.
- Overall satisfaction with Bituah Leumi services increased to 72% in 2025 from 63% in 2015.
- Arab Israelis reported higher overall satisfaction with Bituah Leumi than Jewish Israelis.
- A separate survey found 34% of users felt local social services did not resolve their problems.
Approximately half a million Israelis expressed dissatisfaction with services provided by the National Insurance Institute (Bituah Leumi), according to a social report released by the Central Bureau of Statistics (CBS) for 2025. The report, which surveyed 6,452 individuals over 20 years old, indicated that while 72% of users were satisfied, 27%, or about 507,000 people, were not. Key complaints included long waiting times, with 33% citing this as an issue, followed by dissatisfaction with operating hours (23%) and a lack of accurate information regarding service requirements (22%).
Despite these concerns, the overall satisfaction with Bituah Leumi's services has significantly improved over the past decade. In 2015, only 63% of users were satisfied, a figure that rose to 72% by 2025. Similarly, the general assessment of the institution's work improved from 42% positive in 2015 to 62% in 2025. The report also noted demographic differences, with 73% of Arab Israelis rating the institution positively compared to 59% of Jews and other groups. Among those who directly used services, 69% gave a positive assessment, with 81% of Arabs and 66% of Jews and others expressing satisfaction.
The CBS report also examined the use of digital services, with 51% of users opting for online channels. While 68% found these online services adequate, 11% felt they did not meet their needs, and 20% did not use them at all. Regarding equal treatment, 64% of all Israelis over 20 believed Bituah Leumi provides services equally across demographics, an increase from 57% in 2015. However, 18% of service users felt the treatment was unequal.
Separately, the report assessed local government social services, finding that 34% of users felt the assistance received did not resolve their issues. Overall satisfaction with social services was 63%, with 58% positively evaluating their work, an increase from 49% in 2015. Significant disparities were observed between ethnic groups, with 45% of Arab Israelis reporting ineffective help compared to 29% of Jews and others. Arab Israelis also reported lower satisfaction with staff attitudes (61% satisfied) compared to Jews and others (74% satisfied).
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