The online complaint refers to a dematerialized procedure allowing victims of property offenses to report a theft, burglary, or damage directly from a computer or smartphone. Since mid-October 2024, the former online pre-complaint system has been replaced by a more integrated process on the Ma Sécurité platform of the Ministry of the Interior, with the possibility, in most cases, of completing the process without going to a police station or gendarmerie.
Online complaint and pre-complaint: what has changed since October 2024
The former online pre-complaint was limited to a preliminary registration. The victim filled out a form and then had to physically go to a police or gendarmerie station to sign and validate their statement. The new service goes further: the complaint can be filed remotely for property offenses where the perpetrator is unknown.
You may also like : Practical Guide: How to Easily Find and View Your Old Reservations Online
This evolution changes the very nature of the process. The online pathway can now lead to a complete complaint filing without travel, if the reported elements are sufficient. In some cases, an additional appointment is still necessary, especially when physical evidence needs to be examined.
The service is accessible to everyone: individuals, businesses, associations, administrations. It operates continuously, without time constraints. To make an online theft report, one must first verify that the offense falls within the scope of the system, and then authenticate via FranceConnect.
Related reading : How to Easily Find the Ideal Property Through an Online Platform
Offenses covered by the online complaint for theft
Not all offenses are eligible for online complaint filing. The system specifically targets property offenses committed by an unknown perpetrator. The scope includes several categories:
- Simple thefts (pickpocketing, theft from a vehicle, theft of personal items) and burglaries of primary or secondary residences
- Property damage (tags, broken windows, vandalism on vehicles) and theft of credit cards followed by fraudulent use
- Fraud outside the internet, such as face-to-face scams or check fraud
Personal offenses (assaults, violence, harassment) are not covered. For these incidents, a visit to a police station or gendarmerie remains mandatory. Internet fraud falls under the THESEE platform, a distinct system.
Concrete process for filing a theft complaint on Ma Sécurité
The process begins on the Ma Sécurité website or via the mobile application of the same name. An initial questionnaire checks that the offense falls within the service’s framework. Authentication is done via FranceConnect, which automatically pre-fills identity data.
Next comes the description of the facts. The platform guides the victim with structured questions: nature of the offense, location, date, circumstances, list of stolen or damaged items. It is possible to attach documents (photos, invoices, screenshots) directly from the interface.
The turning point: with or without travel
Depending on the complexity of the case and the elements provided, two outcomes are possible. If the file is complete, the complaint is registered directly and a complaint receipt is downloadable in PDF format. This document serves as proof for insurers and administrations.
If additional elements are necessary, an appointment is proposed at a police station or gendarmerie. The already filled-out file online is transmitted, which reduces the time spent on-site.
Establishing the insurance file after a theft
Filing a complaint is only part of the process. The real bottleneck for many victims occurs downstream, during the claim declaration to the insurer. The complaint receipt is the document required as a priority by all insurers, but it is not the only one.
For vehicle or two-wheeler theft, companies generally request invoices or proof of purchase, sometimes the remaining keys, as well as evidence of theft protection devices (approved anti-theft devices, alarms, engraving). The absence of these documents can delay or reduce compensation.
Declaration deadline with the insurance
Most home or auto insurance contracts impose a deadline for declaring a claim after discovering the theft. Exceeding this deadline can lead to a refusal of coverage. Checking the general conditions of one’s contract as soon as the theft is discovered can help avoid this trap.
For the theft of identity documents, the logic differs: the priority is to block (credit card) or report the loss/theft to the competent authorities to prevent identity theft. The online complaint then serves as an official record, but the renewal of the document is done at the town hall or prefecture.
Theft while traveling: the limits of the French online complaint
The Ma Sécurité system only works for incidents that occur on French territory. In the event of theft abroad, the complaint must be filed with local authorities. French consulates and embassies can guide victims but do not file complaints on their behalf.
Returning to France does not exempt one from this local process. Without a complaint filed in the country where the theft occurred, the insurer may contest coverage. For identity documents stolen while traveling, a consular pass allows one to return to France, but the final renewal requires a separate procedure once back.
The online complaint represents a real time saver for common thefts on French soil. The key point not to overlook is the immediate establishment of the insurance file, which conditions compensation much more than the complaint itself.