CBS Report Reveals: What Israelis Really Think About National Insurance?

A 2025 CBS report reveals that 72% of those who contacted the National Insurance Institute were satisfied with the service, while 27% expressed dissatisfaction. Gaps were found between Jews and Arabs in digital service usage and performance evaluation. Welfare services helped 64% of applicants, but 34% reported not receiving assistance.

A 2025 CBS report reveals that 72% of those who contacted the National Insurance Institute were satisfied with the service, but 27% (about 507,000 people) expressed dissatisfaction. 33% of applicants complained about waiting times, 23% about operating hours, and 22% reported inaccurate information. However, there has been significant improvement compared to 2015, when the satisfaction rate stood at 63%. Gaps were found between population groups: 73% of Arabs rated the institute's performance positively, compared to 59% of Jews. The digital service is used by 57% of Jews but only 28% of Arabs. Additionally, a separate report on welfare services in local authorities shows that 63% of applicants were satisfied, but 34% reported that the service did not help them. Here too, gaps stand out: 68% of Jews found the service helpful, compared to 55% of Arabs. The data is based on a survey of 6,452 respondents representing about 6.3 million Israelis.