During his traditional morning press briefing this Wednesday, April 29th, in Cocody, the Insurance Ombudsman, Ernest Assamoi A. , presented a positive but demanding assessment of his institution. Since 2019, this free recourse mechanism has become an essential tool for resolving disputes between insurers and policyholders.

Figures showing strong growth

In seven years of operation, the mediation service has handled 531 cases , resulting in the return of a total sum exceeding 2 billion FCFA to the beneficiaries.

1. 2025 Results: 96 complaints registered, predominantly related to car insurance (61% of cases). Between 200 and 300 million FCFA were paid out in that year alone.
2. Outlook 2026: The first quarter already shows 25 new cases, with a target of 300 annual referrals in the long term.

The three pillars of the Ombudsman's action

1. Strengthen visibility and education

The Ombudsman regrets that many Ivorians are still unaware of this free legal recourse. To address this:

1. The "Mediation Caravan" will soon be travelling throughout the interior of the country.
2. A key piece of advice is given to users: negotiate and have contracts reviewed by experts before signing.

2. Demand greater transparency from insurers

According to Ernest Assamoi A., conflict often arises from a lack of education. He urges companies to:

1. Improve their customer communication.
2. Clearly justify refusals of care to avoid feelings of injustice.

3. Accelerate payment times

This is the major point of contention. The Ombudsman is advocating for immediate compensation as soon as the file is complete.

"No administrative delays should postpone payment when the funds are available," he insisted.

Key takeaways

Indicator	Key data
Total amount recovered	+ 2 billion FCFA (since 2019)
Most conflict-ridden sector	Automotive (61% of complaints)
Cost of the service	Free for the insured
Flagship Action 2026	National awareness caravan