Non responsive and an impossible process to follow for a damaged suitcase

My suitcase was damaged on a flight. I asked about the claims process and I was told I need to provide the following - 1. If damaged while in the custody of the carrier: a. a passenger or property irregularity report and baggage tags (proof that baggage was checked in) b. written confirmation from the carrier that no payment has been issued to you 2. If the carrier has compensated you: any settlement advices 3. An estimate for repair or a report that the item is uneconomical to repair. We also require the damaged item to be forwarded to our offices 4. Proof of ownership.

I kid you not, they require the bag to be sent to them! But where (no address provided) and how does one prove ownership of a suitcase? I put my questions to the Senior Case Manager Fikile Mhlongo by return e-mail, immediately. I didn't get a response and followed up 2 weeks later. It's now 3 weeks later and I haven't had a response. It really looks to me like they put impossible requirements in place to avoid paying out. I'm just so grateful that I didn't have to try and claim for something more complicated.