Compensation deemed too low, a refusal to cover a claim, a settlement that drags on: disputes with insurers are common. Complaints handled by ACAPS, the Moroccan insurance and social welfare supervisory authority, rose from 464 in 2016 to 6,787 in 2025. In September 2026, ACAPS launched a new version of its complaints platform. Before going to court, amicable routes exist, and following them in order often helps build a solid file.
Step one: a written complaint to the insurer
Everything starts with a complaint sent to the insurer itself. It should be written, precise and tied to the contract: policy number, claim reference, summary of the facts, amount or benefit requested. It is useful to ask for a written, reasoned reply, so as to know exactly why a claim was refused or reduced. Keep a record of every exchange: date sent, acknowledgment of receipt, copies of emails and letters. These documents will serve at every later step, before the Mediator, ACAPS or the court.
Step two: the Insurance Mediator
If the disagreement persists, the Médiateur de l'Assurance (Insurance Mediator) offers a way to settle the dispute amicably. Recourse to ACAPS comes after the steps taken with the insurer and, where applicable, with the Mediator. It is therefore useful to give the Mediator a complete file from the outset, since the same chronology will be used afterwards. In practice, a well-documented amicable approach sometimes resolves the dispute without a trial, or at least clarifies the points genuinely in dispute.
Step three: the ACAPS platform
In September 2026, ACAPS launched a new version of its complaints platform, available at the same address (reclamation-assurance.acaps.ma) and suited to mobile phones. Files already under way continue to be handled normally. The authority examines the complaint, facilitates dialogue between the policyholder and the insurer and seeks an amicable solution. Its handling process is ISO 9001 certified. The figures show this route is used more and more: 6,787 complaints handled in 2025, of which 432 concerned social welfare insurance, and 4,384 in the first half of 2026, of which 225 concerned social welfare insurance.
Final step: the court
If no amicable solution is found, the court remains competent to decide the dispute, under the Insurance Code (Law 17-99) and the contract. Amicable steps should not make you lose sight of the time limits for bringing legal action, which can be short. It is prudent to have them checked at the start of the dispute, not at the end of the amicable process. Our advice: prepare the file from the very first complaint as if it might one day go before a judge. An orderly file makes amicable discussion easier and, failing agreement, legal action too.
Documenting your file properly
The strength of a complaint depends largely on the documents gathered. An insurer, a mediator or a judge decides on what is proven, not on what is asserted. A few items are almost always useful, whatever the type of insurance involved, be it motor, home, health or social welfare insurance, and whatever the amount at stake.
- The full contract, with its general and specific terms.
- The claim notification and proof of the date it was sent.
- Photographs, quotes, invoices, medical reports or expert reports.
- All correspondence with the insurer.
- A simple chronology of the facts and steps taken.
Sources
- Médias24, F. E. Rachidi, 15 October 2026: « Réclamations des assurés : l'ACAPS lance une nouvelle plateforme »
Maître Mouad Lahfaia
Lawyer at the Rabat Bar
This article reflects the author's views as at the date of publication. It does not constitute legal advice and is no substitute for an analysis of your particular situation.