Damaged luggage bag no compensation

Our luggage bags have been damaged not once but twice while checked in with Cemair. We sent them an email but they responded with a long email that basically said they don't compensate for damaged luggage. Atrocious service, at least FlySafair takes responsibility when they are at fault!!! I'm so disgusted at how you begin the email with pretentious empathy but end it off by saying you are not responsible for the damage and will therefore not compensate us but we should rather contact our travel insurance. Sies on you! My very expensive Cellini luggage bag is now damaged and needs to be discarded because we can't use it anymore!