Damaged Luggage Claim Ignored Despite Paid Insurance

I am extremely disappointed by FlySafair’s handling of my damaged luggage claim. I purchased baggage insurance directly from FlySafair with my booking (reference 7S2PVB, paid 13 November 2025), yet after following every step and submitting full documentation, I’ve had no resolution and no response for weeks.

My suitcase was damaged on arrival, and I immediately submitted photographs, my ticket, and proof of the insurance payment. Despite confirming receipt, FlySafair’s Lost Property and Customer Care departments have since ignored multiple follow-up emails.

To make matters worse, I was told the airline “cannot assist” because of their carriage terms—yet I bought the insurance precisely for this reason. This response contradicts both the purpose of the insurance product and the consumer protection laws under the Consumer Protection Act (CPA).

All I am asking for is accountability:

A proper review of my claim under the paid baggage insurance policy

Clear communication from FlySafair or their insurance partner

A fair settlement for the damaged suitcase

I have all receipts, emails, and photographs to support my case. I will escalate to the Consumer Goods and Services Ombud (CGSO) if this remains unresolved.

Booking *** Date: 13 November 2025