FlySafair advises to delay baggage claim submission and now rejects claim

My bag was broken into and the built-in lock irreparably damaged on flight FA115 to Cape Town on 7 September.

I reported it directly after the flight at Cape Town international airport baggage support desk when I collected my bag from the carousel and noticed it had been broken into. The attendant at the desk gave me a form to fill out and said I can complete and submit it from home at a later stage.

FlySafair's response now is that I should have reported it immediately upon arrival at the airport within 24 hours therefore they cannot assist. I did report it immediately and the attendant gave me the guidance to submit later from home - no time specified.

Being misinformed by a representative charged with handling these queries now means I have missed this window and FlySafair is unwilling to take ownership of there representative misinforming customers and wont process my claim.