Agadir – Morocco’s Insurance and Social Security Supervisory Authority (ACAPS) has introduced a new digital platform to help insured persons and beneficiaries submit complaints, monitor their progress, and communicate with the regulator.
Launched in September, the platform features an updated interface designed to make complaint procedures more accessible and easier to navigate, ACAPS said today in a statement.
The new service allows users to access the platform through digital devices. It also enables claimants to track their files and maintain exchanges with the authority while ensuring traceability throughout the complaint process.
“This platform offers a more 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,” ACAPS stated.
The authority also clarified that it will continue processing complaints submitted before the launch under the same procedures. Claimants do not need to take any additional steps regarding their existing files.
ACAPS records rise in complaints
The platform is part of ACAPS’ efforts to improve complaint handling and protect the rights of insured persons and social security beneficiaries.
The authority intervenes in disputes between policyholders and insurance companies to facilitate amicable settlements. Before referring a complaint to ACAPS, claimants must first contact the insurance company concerned and, where applicable, seek assistance from the Insurance Ombudsman.
ACAPS examines complaints, facilitates communication between the parties, and works to help them reach an amicable resolution.
The authority has gradually expanded and digitized its complaint-handling procedures, strengthened cooperation with supervised entities, and introduced an ISO 9001-certified quality management system.
These efforts have coincided with a significant increase in the number of complaints handled by the regulator.
ACAPS processed 464 complaints in 2016, compared with 6,787 in 2025. Of the complaints handled last year, 432 concerned the social security sector.
The authority had already processed approximately 4,384 complaints during the first half of 2026, including 225 related to social security, according to the statement.
