Nearly Half a Million Israelis Unhappy With National Insurance Services
Translated & summarized from Arutz Sheva by baba
Approximately 507,000 Israelis expressed dissatisfaction with services from the National Insurance Institute, according to new data from the Central Bureau of Statistics. Despite this, overall satisfaction has risen to 72% from 63% over the past decade, with public perception of the institute's performance also improving. Key complaints involved waiting times, operating hours, and staff interactions. The survey also covered social services departments, showing mixed satisfaction levels.
The story in 5 lines · by baba
- 507,000 Israelis were dissatisfied with National Insurance Institute services, a new CBS survey found.
- Overall satisfaction with the National Insurance Institute rose to 72% in 2025, up from 63% in 2015.
- Long waiting times and staff conduct were among the primary complaints from service users.
- Bnei Brak had the highest proportion of residents using National Insurance services among major cities.
- Public perception of social services departments also improved, with 58% viewing them positively.
New data from the Central Bureau of Statistics (CBS) reveals that approximately 507,000 Israelis, or 27% of those who used the National Insurance Institute's services in the past year, expressed dissatisfaction. The survey, part of the 2025 Social Survey, indicated that 1.86 million Israelis aged 20 and over utilized the institute's services. Despite the significant number of dissatisfied individuals, the overall satisfaction rate has seen a long-term improvement, rising to 72% in 2025 from 63% in 2015. Additionally, 62% of the public now view the National Insurance Institute's performance positively, a notable increase from 42% a decade prior, with 64% believing services are provided equitably.
Key complaints cited by respondents include long waiting times (33%), limited operating hours (23%), inaccurate information (22%), and unsatisfactory staff conduct (21%). Among major cities, Bnei Brak had the highest proportion of adult residents seeking services at 38%, while Ashdod and Beersheba had the lowest at 24%.
Regarding service channels, 51% of users interacted via the internet and email, with higher usage in the Jewish sector (57%) compared to the Arab sector (28%). In-person appointments accounted for 35% of interactions, and phone services were used by 31%. Notably, the Arab sector reported higher overall satisfaction with the National Insurance Institute's performance (73%) compared to the Jewish sector (59%).
The survey also examined local social services departments, which assisted around 326,000 citizens. Overall satisfaction with these departments was 63%, though 34% felt the services did not help resolve their issues. The Arab sector reported higher dissatisfaction with social services, particularly regarding staff conduct (39%) and equitable service provision (40%). However, public perception of social services' performance improved, with 58% viewing it positively in 2025, up from 49% in 2015.
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