Shekel, a Phoenix Holdings insurance agency, is committed to provide its clients with a quality service experience based on integrity, transparency, top professionalism, and technological innovation.
Shekel’s employees and managers are committed to constantly produce added value for our clients and managing personal relationships based on trust, while examining and adjusting the clients’ assets to their changing needs over time.
This policy constitutes the central values in light of which we lay the foundations of the service provided to our clients:
Integrity
We are committed to treat our clients in a fair and respectful manner and respect their privacy.
Transparency
We allow our clients access to the most up-to-date information, at any time and in any method of their choice.
For example, as part of our holistic management approach, we at Shekel developed the monthly holistic report. The holistic report is one consolidated updated report, which gathers all the data, from a variety of products and “manufacturers” in a clear language. You can update the holistic report through a wide variety of channels: At the Shekel service center, by personal email, on the website and on your mobile app.
Top professionalism
We invest considerable resources in our employees’ training to maintain a professional level at the highest standards.
We hold a holistic expertise that enables a comprehensive examination of the client’s personal, family and professional needs, with reference to the insurance arrangements (including health, nursing and savings insurance) and pension savings while taking into account the relevant tax and savings aspects, all through licensed holders and leading experts in these fields.
Technological Innovation
Shekel is the only insurance agency with an internal software development center called “Niva”. At the center we develop, among other things, decision support, control and monitoring software, in order to respond to the changing needs and risks of our clients.
Service
We provide our clients with a personalized service available in various channels to the client’s choice, whether by contacting the personal case manager, the service center or the website.
For client service on the website – click here
Response times for the following services:
| Subject | Response time* |
| Scheduling a meeting at the client’s request | 7 business days |
| Providing an initial response to every client inquiry | 2 business days |
| Acceptance and transmission of a document or confirmation at the client’s request | within a reasonable time and subject to the provisions of any law |
| Delivering a document held by the client | 2 business days |
The aforementioned deadlines are subject to the request’s reasonability according to each specific matter and its circumstances.
In any case of a demand from an institutional body to exercise rights according to the terms of insurance policies, pension fund regulations or provident fund regulations, or according to the relevant legal provisions for the exercise of such rights, we are available to the client, and shall provide with information about all relevant rights. Moreover, we will inform the client about the available methods of action in the claim settlement procedure, in an efficient manner, in accordance with and subject to the provisions of any law.
It is important to us to ensure your satisfaction. To share with us the experiences of the service you received or to file any complaint, contact the client service personnel in Shekel.
Liat Huzias, email: pniot@shekelgroup.co.il
Tel: 03-9281038
Fax: 03-9282153