The Insurance and Social Security Supervisory Authority (ACAPS) has launched a new digital platform dedicated to processing claims from insured individuals and beneficiaries. The system started operating in September, the regulator said in a statement.
Developed by ACAPS, this platform offers a user-friendly, intuitive, and accessible interface, providing users with a simplified process for submitting and tracking their claims, as well as for communicating with the Authority, while ensuring the traceability of cases. It is accessible from a computer, smartphone, or tablet, thanks to a new interface adapted for mobile use.
It should be noted that recourse to ACAPS is part of the amicable settlement process for disputes between policyholders and their insurers, after prior steps have been taken with the insurance company in question and, where applicable, the Insurance Ombudsman. As part of its mission, the Authority examines the complaints submitted to it, facilitates communication between the parties involved, and contributes to finding an amicable solution.
The ACAPS complaint handling system has been evolving, notably through the digitalisation of procedures, strengthened cooperation with supervised organisations and companies, and the implementation of an ISO 9001 certified quality management system.
The number of complaints handled by ACAPS rose from 464 in 2016 to 6,787 in 2025, including 432 related to the social security sector. In the first half of 2026, the Authority had already processed some 4,384 complaints, 225 of which were related to the social security sector.