Service Charter

Last updated: April 2026

The purpose of this charter is to establish rules regarding the rights of our office's clients, as we provide them with the office's services, with reference to the principles set forth in Agents and Advisors Circular No. 2018-10-3 by the Capital Market, Insurance and Savings Authority.

This charter applies to insurance and pension marketing services provided by the above license holder. Additional services offered on this site (such as tax refunds and medical rights realization) are provided by Ar-Yael Financial Solutions Ltd. (C.N. 516442944) and are not subject to this charter.

1. Fairness and Respect

Our office is committed to treating every client with fairness and respect.

2. Professionalism

The license holder in our office is required to be familiar with the relevant legal provisions and the products for which service is provided to each client, and to be up to date with changes and updates in our field of practice.

3. Privacy and Data Security

Our office is committed to respecting and protecting the privacy of every client in accordance with the Privacy Protection Law, 1981. Personal information is stored securely and will not be transferred to third parties without the client's consent, unless required by law or for the purpose of providing the service. Clients are entitled to review information held about them and to request its correction.

4. Communication

Our office is committed to maintaining effective communication with every client according to the communication methods practiced in our office, as chosen by each client.

5. Availability

Our office is committed to providing a substantive and suitable response to each client's needs within a reasonable time from the client's inquiry, with clear and reasoned answers wherever possible.

6. Claim Settlement Process

In the case of a client inquiry regarding a claim against an institutional body, our office will inform the client about their rights and courses of action vis-a-vis the institutional body — within 2 business days.

7. Type of Service — Pension Marketing

Our office provides pension marketing services as defined in the Financial Services Supervision Law (Advisory, Marketing and Clearing Pension Systems), 2005. Our office operates as a pension marketer and not as a pension advisor. This means that our office has agreements with institutional bodies, and the service provided to the client may be based on products of those institutional bodies. The list of institutional bodies with which our office has agreements will be provided to the client upon request.

8. Conflict of Interest

Our office receives commissions and/or compensation from institutional bodies for marketing insurance and pension products. The existence of agreements and compensation with institutional bodies may create a conflict of interest. Our office operates in accordance with legal requirements for managing and minimizing conflicts of interest, and is committed to acting with loyalty and transparency. Clients may request information about the compensation structure related to any product recommended to them.

9. Service Response Times

* In special circumstances, the time frames for providing the requested service may be longer but reasonable under the circumstances.

10. Service Fees

For certain services, the client may be required to pay a service fee. In such cases, our office will detail in writing the various components and the total amount of payment. Some paid services include obtaining information that the client can obtain on their own at no cost through the institutional body or through digital interfaces of the Capital Market Authority.

11. Fair Disclosure and Client's Right to Information

Before purchasing an insurance or pension product, our office will provide the client with a fair disclosure form including, among other things, details about the type of service, affiliation with institutional bodies, and any additional information required by law. Clients are entitled to request and receive an explanation of the basis for any recommendation made to them, including information about alternatives that were considered.

12. Complaint Handling Process

Clients may file a complaint regarding any matter related to the service they received. Complaints can be directed through the following channels:

• Email: service@insuranceil.co.il
• Phone: 04-3005030
• Mail: 251 HaHistadrut Blvd., Floor 1, Haifa 3498800

Our office will acknowledge receipt of the complaint within 2 business days and will handle it within 14 business days. If the matter cannot be resolved within this timeframe, the client will be notified in writing.

Clients who are not satisfied with the handling may contact the Public Inquiries Unit at the Capital Market, Insurance and Savings Authority — Phone: *3002, Website: har.cma.gov.il

13. Termination of Engagement

Any client may terminate their engagement with our office at any time, without charge for the termination itself. In the event of termination, our office will assist in transferring the relevant information and documents to the client or to another agent, in accordance with legal requirements.

14. Accessibility

Our office strives to make its services accessible to all clients, including people with disabilities, in accordance with the Equal Rights for Persons with Disabilities Law, 1998, and accessibility regulations thereunder.

15. Contact Information

• License holder: Kinan Amsalem | License L-00133833
• Office hours: Sun-Thu | 09:00-18:00
• Phone: 04-3005030
• Email: service@insuranceil.co.il
• Address: 251 HaHistadrut Blvd., Floor 1, Haifa 3498800