The Capital Market, Insurance and Savings Authority published its detailed annual report today, Wednesday, summarizing its public inquiry handling activities during 2025. The report shows that following the Authority's intervention, a total of NIS 21,510,820 was returned to the public.
During the year, the Authority received and handled 16,906 public inquiries against insurance companies, provident funds, pensions, agents, and financial service providers. The report presents the rate of inquiries in which relief was granted to the filer following intervention: in the provident fund sector, relief was granted in approximately 60% of inquiries; in the life insurance and combined savings and loss-of-working-capacity insurance sector, relief was granted in approximately 56%; in the pension sector, relief was granted in approximately 53%; and in the insurance sector, relief was granted in approximately 43% of inquiries.
An analysis of the data by sector and company relative to each body's market share reveals the following findings:
Property insurance: Clal, Ayalon, Harel, and Phoenix stood out favorably.
Liability insurance: Phoenix, Harel, Clal, Ayalon, and Menora stood out favorably. In contrast, at thePool, Direct Insurance, and Libra, the rate of inquiries reaching the Authority was significantly larger than their market share in this sector.
Health insurance: Harel, Menora, and Clal stood out favorably.
Travel insurance abroad: PassportCard (DavidShield) stood out favorably by a wide margin. In contrast, at Clal, AIG, Migdal, and Menora Insurance, the rate of inquiries reaching the Authority was larger than their market share in the sector.
Pensions: Examining the inquiry rate relative to market share, Clal, Phoenix, Menora, and Migdal Mivtahat stood out favorably.
Provident funds: Meitav, More, Altshuler Shaham, Analyst, Yelin Lapidot, and Clal stood out favorably. Conversely, at Menora, Harel, Phoenix, Migdal, and Infinity, the rate of inquiries reaching the Authority was larger than their market share. Regarding the company Slices Provident Funds Ltd., which is managed under an authorized manager as part of enforcement measures, the main handling focused on members' inquiries to receive information.
Life insurance: Migdal stood out favorably by a wide margin, followed by Phoenix, Clal, Menora, and Hachshara. In contrast, at Harel, the rate of inquiries reaching the Authority was significantly larger than its market share in the sector.
Inquiry distribution
- General: 27%
- Health and personal accidents: 21%
- Pensions: 18%
- Provident funds: 10%
- Agents and advisors: 9%
- Life and loss of working capacity: 9%
- Financial services: 5%
- Pension clearinghouse: 1%
Capital Market Commissioner Amit Gal stated upon the publication of the data: "The public inquiries report is one of the most important annual measures available to us as an authority serving the public. This is not only a place where the Authority assists savers and insured individuals on an individual basis, but it constitutes an important working tool in identifying trends and locating market failures, as well as the public's way of clarifying to us which subjects it requests we spotlight. While the publication of the report expresses the high importance that the Authority assigns to the field of individual service, its numbers show that the saving and insured public also places trust in the Authority as an address for assistance in realizing and safeguarding its rights."