CBS Report Reveals 507,000 Israelis Dissatisfied With National Insurance
A new Central Bureau of Statistics report shows that 27% of Israelis are dissatisfied with the National Insurance Institute, citing waiting times and information gaps, though overall satisfaction rose to 72% in 2025.
A new social report released by the Central Bureau of Statistics reveals that approximately 507,000 Israelis, representing 27% of service users, are dissatisfied with the National Insurance Institute. The findings indicate that 72% of citizens aged 20 and over who interacted with the agency over the past year expressed satisfaction, marking an increase compared to past decades.
Key Grievances and Waiting Times
According to the 2025 social report, about 1.86 million Israelis utilized National Insurance services last year to arrange entitlements, receive allowances, and attend medical committees. Despite the general satisfaction rate, significant pain points remain. Specifically, 33% of applicants cited lengthy waiting times as a major hindrance, while 23% expressed frustration with the operating hours of local branch offices.
Furthermore, 22% of respondents reported receiving inaccurate information regarding procedural requirements and necessary documentation. Regarding staff interactions, 71% of service users were satisfied with the conduct of employees, whereas 21%, or roughly 393,000 individuals, were displeased with the service attitude they encountered.
Long-Term Improvements and Municipal Welfare
Despite ongoing criticism, the data highlights a marked improvement over the past decade. General satisfaction with the agency rose from 63% in 2015 to 72% in 2025, while positive evaluations of overall institutional performance climbed from 42% to 62% over the same period. Digital adaptation also expanded, with 51% of users interacting online, though usage disparities persist between Jewish and Arab populations.
The report additionally examined municipal social welfare services, noting that 5.2% of the adult population utilized local welfare departments last year. While 63% of welfare service users expressed overall satisfaction, 34% reported that the assistance failed to resolve their underlying problems, underscoring persistent regional and demographic gaps.
