M from the center of the country (full name reserved in the system) is insured by Menora Mivtachim.
She decided to apply for a pension, and her daughter filled out an online claim form for her.
M. made a promise period for 15 years, which says that from December she receives a little less money in the monthly pension, but in the next 15 years, if God forbid something happens to her, the pension money will go according to the pension to the beneficiaries she appointed - her daughters.
The online application was approved by a pension expert, and the company sent her a confirmation of her pension by email, but the names of her daughters were not mentioned there.
Following this, the subsidiary called the company to make sure that the names of the beneficiaries would indeed be included in the application.
The answer she received, she said, was that her application had been made to a pension expert, and that he would call her if he lacked details.
When he did not call, the daughter tried to find out several times about the names of the missing beneficiaries, and said that she continued to receive the same answer.
In the end, M. received an email with approval of the benefit application, stating the promise period, but still without beneficiaries.
M.'s daughter says she was told to sign her mother a manual beneficiary appointment form, and to send ID photos of her mother, her sister and hers.
Despite this, according to the daughter, they did not send her the long-awaited confirmation with the names of the beneficiaries.
Asking to speak to the principal, M. says that she received a message from him in which he wrote that since the allowance had already been received from her mother, nothing could be changed in the lawsuit.
This, as stated, although she sent, she said, a manual beneficiary appointment form.
After "Israel Today" contacted the company, Menora Mivtachim clarified to us that the beneficiaries are included in the pension, as requested. M.'s daughter asked for confirmation of this, and indeed, following the application, she received a new confirmation, in which the names of the beneficiaries of the pension exist.
Alon Dor, a member of the pension committee at the Bureau of Insurance Agents, said: "We regret the poor service received by the insured from the insurance company. The pension field is important and substantial and requires sensitive, personal and special treatment, both by insurance companies and agents and other practitioners. It is a critical step that requires advice, planning, guidance and direction, so there is no room, at least at this stage, to make it digital - on the contrary, the state should oblige retirees to seek advice, and also that insurance companies and pension funds know how to direct retirees. In many cases there is no obligation to retire through the product in which the savings were made, and it is possible and desirable to examine retirement options from other products. most".
Menora Mivtachim responded:
"First, we note that the beneficiaries selected by Mrs. M. in her application are those registered with the pension fund. When M. and her daughter called the center, due to human error the representative did not check the claims system in which the beneficiaries are registered "The details of the beneficiaries are not specified, so he offered to submit an application for the appointment of beneficiaries, which, as stated, was unnecessary. We apologize for the mistake and inconvenience caused to Mrs. M.
What do you do if you do not answer at the insurance company? Alon Dor offers to contact the company's public inquiries department. "Usually such inquiries are resolved before the insurance company's public inquiries department," he notes, "but it is important to remember that the insurance companies' response times are up to 30 days."
Have you encountered consumer injustice? Have they sent you a defective product and shunned you? Contact Hiali by email: tzarchanuthayom@israelhayom.co.il
Were we wrong?
Fixed!
If you found an error in the article, we'll be happy for you to share it with us