In 1998, the Equal Rights for Persons with Disabilities Law was enacted, under which various regulations were established to enable the equal and active integration of people with disabilities in all areas of life. The Phoenix is committed to providing high-quality, efficient, equal, and respectful service to all its customers through a variety of existing options. The company places great importance on offering equal service to all its clients and, as such, promotes accessibility in its facilities and services in cooperation with Access Israel (a non-profit organization).

The Phoenix has made the required accessibility adaptations to its buildings, in accordance with legal and regulatory requirements. These adaptations have been reviewed and approved by a certified accessibility consultant and awarded an accessibility certificate.

In addition, the company has implemented the required accessibility adjustments in customer service. Company managers and employees have undergone training in service accessibility, including experiential learning. These trainings provide employees with tools and skills to deliver accessible service and foster positive attitudes toward people with disabilities and the accessibility process overall.

For the convenience of our clients, here are the accessibility arrangements at the official customer service center located at 53 Etzel Street, Rishon LeZion, Bar-On Center:

• Accessible parking spots are available in the building’s parking lot.
• Continuous access is available from the parking area through the entrance to the customer service center and all the way to service counters.
• Accessible service stations are available at the service center.
• Hearing aid loops (“induction loops”) have been installed for individuals with hearing impairments.
• Waiting areas are adapted for accessibility.
• Assistance with filling out forms is available at service stations, upon request.
• A visual and auditory queue management system is in place.
• Service animals are allowed into the customer service center.
• For complex financial matters, a sign language interpreter can be requested in advance via the accessibility coordinator.

Priority Card Exemption:

If you have a priority card exemption, please present it to the service representative at the reception.

For inquiries, suggestions for improvement, or requests for additional accommodations, you may contact Elad Lidor, the company’s Accessibility Coordinator, via email at [email protected] or by phone at 074-7318900, including your detailed request. We will do our best to provide an appropriate response.

Telephone Service Center and Additional Communication Channels

To provide accessible service for individuals with disabilities, The Phoenix has made the following adjustments to its telephone service centers and communication methods:

• Call Routing System – A system with no background music and a slower speech rate.
• Alternative Communication Channels – Customers with disabilities can access information through additional channels beyond the physical service center and telephone hotline:
  • Email contact: Contact Us
  • Chat with a representative
  • WhatsApp:
    • General: Message us at 054-9893455 or click here
    • Phoenix SMART customers: Message us at 054-8765432 or click here
  • Fax:
    • Phoenix Zehir/Youth Insurance: 03-7336914
    • Long-Term Savings Insurance: 03-7336948
    • Private Health Insurance: 03-7336948
    • Group Health Insurance & Dental Insurance: 03-7336964
  • Mail: 53 Derech HaShalom St., Givatayim

Please indicate your preferred method of communication for response.

Website Accessibility

The company has acted in accordance with Israeli Standard 5568 – “Guidelines for Web Content Accessibility” at level AA. This standard aligns with the international Web Content Accessibility Guidelines (WCAG) 2.0.

Note: Despite our efforts to make all website pages accessible, some parts may not yet be fully accessible. Document accessibility is carried out according to regulatory requirements, subject to legal exemptions.

We continue striving to improve the site’s accessibility as part of our commitment to provide usable services for all, including people with disabilities.

Accessible Website Features

The website has been adapted to allow people with disabilities and older adults to browse with equal ease and enjoyment as all users.

• Complies with the Equal Rights for Persons with Disabilities Regulations (Accessible Service Provisions), 2013
• Adapted to Israeli Standard 5568
• Meets W3C WCAG 2.0 level AA standards and is built using W3C standards for HTML and CSS
• Compatible with various browsers (Chrome, Mozilla, Edge) and mobile devices
• Tested with the latest version of NVDA screen reader

All site functions can be performed using the keyboard:

• Tab = move to the next link
• Shift+Tab = move to the previous link
• Enter = activate the link

Screen Reader Compatibility – The site includes:

• Headings
• Alternative text for images
• Clear navigation and content areas, with options to skip between them
• Use of ARIA attributes for improved screen reader parsing

Accessibility Limitations and Inquiries

Despite our ongoing efforts to improve site accessibility, some areas may still be in progress.

If you encounter any issue or have a comment or question, please write to [email protected] or mail us at:
53 Derech HaShalom, Zip Code: 5345433
Tel: 074-7318900

You may also view WCAG 2.0 guidelines:

• Hebrew version
• English version

Encountered a Problem? Tell Us!

We strive to maintain the website at the highest level. If you experience or encounter any difficulty in browsing or accessibility, please report it via the Contact Us form. To help us resolve the issue efficiently, please include:

• Description of the problem
• Browser type and version
• Operating system
• Type of assistive technology used (if applicable)
• Page where the issue occurred
• Action you attempted to perform

We will address the problem and get back to you as soon as possible.

Accessibility Statement Publication
The accessibility statement was last updated on: August 4, 2025