ACAPS Launches Digital Platform to Process Insurance Claims
The Insurance and Social Welfare Supervisory Authority launched a digital platform dedicated to processing claims from policyholders and beneficiaries, Maroc Hebdo reported. Developed by the authority known as ACAPS, the system provides an interface designed to simplify how users file and track disputes and communicate with regulators while preserving complete case traceability.
The platform operates across desktop computers, smartphones, and tablets through an adapted mobile interface. Claims already registered continue under standard review procedures without requiring new actions from claimants, and the primary web address remains unchanged. Regulators note that submitting a dispute to ACAPS is part of an amicable settlement process intended for use only after claimants first contact their insurance company and, if necessary, the Insurance Ombudsman.
Caseload Growth Reflects Ten-Year Digital Expansion
ACAPS handles disputes by examining files, facilitating communication between parties, and working toward amicable resolutions. Dispute handling serves as a core part of the regulatory mission to protect policyholders and beneficiaries. Procedures have steadily digitized over recent years, supported by closer cooperation with supervised companies and an ISO 9001-certified quality management system.
This operational shift coincides with a significant rise in total dispute volume. The number of claims processed by the authority climbed from 464 in 2016 to 6,787 in 2025, which included 432 cases tied to the social welfare sector. During the first half of 2026, regulators handled 4,384 claims, with 225 originating in social welfare.
Frequently Asked Questions About Insurance Dispute Resolution
How do policyholders access the updated dispute platform?
Users reach the system through the existing official web address using a computer, smartphone, or tablet equipped with the updated mobile-friendly interface.
What steps are required for claims already submitted before the platform update?
Active files continue moving through standard review channels without demanding extra paperwork or new filings from the claimants.
When should a policyholder involve the Insurance and Social Welfare Supervisory Authority?
Regulators intervene for amicable settlements only after policyholders first attempt to resolve their grievances directly with their insurance provider and, where applicable, the Insurance Ombudsman.