ACAPS introduces its new online claim settlement platform

The Supervisory Authority of Insurance and Social Welfare (ACAPS) launched a new digital platform in September dedicated to managing policyholders and beneficiaries claims.

ACAPS has developed this platform, which offers a more user-friendly, intuitive, and accessible interface. This interface enables users to submit and monitor their claims, as well as communicate with the Authority, in a streamlined manner, while also ensuring the traceability of cases. The platform is now accessible on a computer, smartphone, or tablet, owing to a new interface that has been optimized for mobile use.  

The claimants will not be required to take any action, as the claims that have already been submitted will continue to be examined according to the standard procedures.
The platform’s web address also remains unchanged: https://reclamation-assurance.acaps.ma 

It is important to acknowledge that appeals to ACAPS form a component of the friendly resolution process for settling disputes between policyholders and their insurers, which involves the completion of preliminary steps with the insurance company and, if applicable, the Insurance Mediator.  The Authority's roles include reviewing the complaints that are filed with it, facilitating discussion between the parties concerned, and assisting in the process of reaching a mutually acceptable solution.

It should also be noted that ACAPS has made claim settlement a primary focus of its goal to protect policyholders and beneficiaries since its establishment. This process has undergone constant change in recent years, most notably with the introduction of an ISO 9001-certified quality management system, the digitization of procedures, and more collaboration with supervised organizations and businesses.

The number of claims processed has steadily increased in tandem with this trend. Between 2016 and 2025, ACAPS addressed 6,787 complaints, of which 432 had to do with the social protection sector. About 225 of the 4,384 complaints that the Authority had already addressed in the first half of 2026 had to do with the social protection sector.