Extremely disappointed in management of claim after theft from my bag

I am a frequent flyer on Flysafair and has always been very satisfied with their service. However, my bag was damaged and broken into on a flight in 2022. Extensive damage to the locking mechanism, theft of my running shoes, denim etc. I wrote a message on their website when I realized that theft occurred (customer service not available) as I immediately wanted to bring it to their attention (They only rep**** 2 days later). I called several numbers the next morning and finally managed to speak to someone that send me a claim form and informed me that I need to go to the police for a statement. I went to the police (in my personal time) and submitted all supporting documents and evidence as requested. My claim was referred to Chubb insurance. I then had to get invoices for the ****** items (again in my personal time). I was then informed that I need to provide evidence of my running shoes as it was more than R1000 in replacement value. They wanted receipts, shoe box, photos or my personal bank statement as evidence. I did not have the receipt as it was a gift to me. The box is long gone and I have never thought of taking pictures of my feet with my shoes on to have evidence in the event that someone decided to stole my shoes. I am also not going to ask the person that gave the shoes to me as a gift to get in her car, drive to the police station and send me her statement.

As a regular customer of Flysafair (please check my previous flight history), I find this as unacceptable management of my claim. I am extremely disappointed.

As an airline that brags about the value of their customers (on time departures), this is definitely an area that you are lacking behind. You might depart on time, but customers should just never have to submit a claim (which you paid extra for).