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At Goldfus Insurance Agency Ltd. (hereinafter: the “Agency”), Company No. 514359199 , we place
our customers at the center and act consistently and systematically to assist you with any question
or matter in the field of insurance.
The purpose of this Charter is to establish rules relating to the rights of our clients when receiving
services from our office, in accordance with the principles set out in Agent and Advisor Circular No.
2018-10-3 and Circular No. 2022-10-15 issued by the Capital Market, Insurance and Savings Authority.
Our office is committed to treating every client with fairness and respect.
Our Core Values
Fairness and Respect
The licensed representative in our office is obligated to be familiar with the relevant legal provisions
and the products for which services are provided to each client, and to stay updated on
changes and developments in our areas of activity.
Professionalism
Our office is committed to respecting and protecting the privacy of every client.
Privacy
Our office is committed to maintaining efficient communication with every client in accordance
with our available communication channels, based on each client’s preference (details appear later
in this Charter).
Communication
Our office is committed to providing relevant and appropriate responses to each client’s needs
within a reasonable time from the receipt of the inquiry, including providing clear and well-reasoned
answers whenever possible (details appear later in this Charter).
Days: Sunday–Thursday
Hours: 08:30-16:00
Phone: 02-5612223
Email: Office@goldfus-ins.co.il
Mailing Address: Harokmim St 2, Holon
Customer Complaints and Inquiry Officer: Office@goldfus-ins.co.il
Website: https://goldfus-ins.co.il/en/home/
Availability
Office Hours and Contact Methods
Service Charter – Service Timelines
Initial response to a client inquiry: within 2 business days.
Scheduling a meeting or call upon client request: within 7 business days from receipt of the inquiry.
Transferring an approval, document, or request to a financial institution for an action related to a
product: within 7 business days.
Providing documents to the client (related to the client and held by our office): within 3 business
days.
Regarding a pension product – service inquiry relating to a change in the client’s status: within 7
business days.
For certain services provided by our office, the client may be required to pay a service fee.
In such cases, our office will provide the client with a written explanation detailing the components
for which payment is required and the total amount.
It is also important to note that some fee-based services may include receiving or transferring
information that the client could obtain independently, at no cost or at a lower cost, directly from
the financial institution or through the digital platforms of the Capital Market, Insurance and
Savings Authority.
Important to Know
Service Fees
In the event that a client contacts our office regarding a claim against a financial institution in
order to exercise rights under the terms of an insurance policy, pension fund regulations, or provident
fund regulations (hereinafter: the “Financial Institution”), our office will inform the client of
their rights and explain the available courses of action in handling the claim with the Financial
Institution.
This information will be provided within two business days from the date the client’s inquiry is
received.
Claims Handling Process
Dear Client,
You may choose your preferred method of communication for contact
with our office: telephone, postal mail to your residential address, email,
or text message to your mobile phone number (to the extent your device
supports receiving messages).
It is clarified that in special circumstances, the service times may be longer but still reasonable
under the circumstances.