Damaged baggage and no correspondence de

I took flight on the 15th of August 2021 from OR Tambo to Durban and my bag was damaged, beyond usage and on my arrival I informed the guy from SAFAIR about the incident as I also had a baggage insurance he took pictures and gave me an email address as well as the form and all the requirements to go with the form and tell me to send all that within 24 hours , I did all that and send all the information on the 16th August to the email he gave me: ***, I didn't receive any correspondence from him from that day till today and I sent a follow up email on the 28th August still no correspondence from FlySAFAIR.