The insurance and social welfare regulator, ACAPS, launched a new online platform in September 2026 for handling complaints from policyholders and beneficiaries, La Vie éco reports. According to its communiqué, the platform has a more ergonomic, intuitive and accessible interface, with a simplified process for filing complaints, following them up and communicating with the regulator, while keeping case records traceable from start to finish.
The platform works on a computer, smartphone or tablet, and its access address is unchanged. Complaints already filed will continue to be processed under normal conditions, and complainants do not need to take any action.
ACAPS intervenes only after the complainant has contacted the insurer and, if necessary, the insurance ombudsman. Its role is to facilitate an amicable settlement. The regulator says it has digitized its complaint procedures, strengthened cooperation with supervised entities and holds ISO 9001 quality certification.
The volume of complaints reaching the regulator has risen sharply in recent years. Those handled by ACAPS grew from 464 in 2016 to 6,787 in 2025, including 432 in social welfare insurance. In the first half of 2026 the authority handled about 4,384 complaints, including 225 in social welfare insurance, already nearly two-thirds of the 2025 full-year total.