FnB Travel insurance -Be CAREFUL!!!!

In April this year I travelled to Vietnam and booked my air ticket with my FnB card (entitling me to free travel insurance -which took ages to arrive and contained the incorrect name). When I arrived in Vietnam my luggage did not arrive. To cut a long story short I was without any luggage for 48 hours after 20 hours in transit. I knew that the compensation is very low for lost luggage and so when I arrived in Vietnam I purchased some essential toiletries and clothes to see me through. Upon my return I submitted my tiny claim. After a long delay I received a generic email saying the claim was denied as I had not attached receipts of my purchases. I am aware that this is a requirement for a claim however as I explained that the nature of international travel does not always allow for blanket rules. As anyone will know who has been to Vietnam, the only stores which will provide receipts are the likes of Prada, Zara and other high end brands and in a bid to keep costs down I shopped at street vendors. I asked the insurance company for a response or alternatively a letter repudiating said claim. that email was sent on 23 April and to date neither my brother or I have received anything