Insurance: In Response to the Surge in Claims, ACAPS Goes Digital
Launch of a New Digital Platform by the Insurance and Social Welfare Control Authority Set for September 2026
Scheduled to go live in September 2026, the new platform of the Insurance and Social Welfare Control Authority (ACAPS) aims to simplify the processes for policyholders and streamline case management. Over the past nine years, the number of complaints addressed by the regulator has increased more than 14 times.
ACAPS is adapting its tools to manage the increased demands of its operations. The new digital platform, launched by the Authority, is dedicated to processing complaints from insured individuals and beneficiaries. This initiative is part of a modernization effort that has become central to its mission of protecting consumers.
Developed by ACAPS, the platform offers a redesigned interface to facilitate the submission and tracking of complaints, improve communication with its teams, and ensure case traceability. Accessible via computer, smartphone, or tablet, it customizes the experience for claimants according to various digital formats.
The transition to this new platform will not disrupt ongoing cases. Existing files will continue to be processed using the usual procedures, with no additional steps required from the involved parties. The access address for the service will also remain unchanged.
Over 6,700 Complaints Handled in 2025
The modernization comes in the context of a marked increase in activity. The number of complaints processed by ACAPS rose from 464 in 2016 to 6,787 in 2025, reflecting an increase of more than 14 times over the nine-year period. Among the cases handled last year, 432 were related to social welfare.
This upward trend continues into 2026. In the first half of the year, the Authority processed approximately 4,384 complaints, including 225 pertaining to social welfare. This level of activity underscores the operational importance of digitalization: making processes more accessible while maintaining the quality of case handling and follow-up.
Over the years, ACAPS has evolved its system by relying on the dematerialization of procedures, enhancing cooperation with supervised organizations and companies, and implementing a quality management system certified to ISO 9001 standards.
A Structured Appeal Process Governed by Amicable Resolution
Engaging ACAPS is framed within a specific context. Policyholders must first undertake the necessary steps with their insurance company, and if needed, with the Insurance Mediator.
The Authority then examines the complaints submitted to it, facilitates communication between the parties, and assists in finding an amicable resolution. The new platform does not alter this framework of intervention but aims to simplify access and improve the follow-up of requests.
Beyond technical modernization, the focus is on enhancing the effectiveness of the service provided. The ease of submission, case traceability, and clarity of processes are all key levers for improving the experience of policyholders. With this new interface, ACAPS continues to adapt its system to the growing demands, in a sector where the quality of dispute resolution plays a crucial role in building user trust.
