Poor staff member dealing with damaged bags

We had our new bag damaged in November last year the cost of the sag was R2500.00 Their staff member Andrea January dealing with such claims , came back with a R500.00 reimbur*****t. I refused this settlement ,. Sent all proof of purchase, she then confirmed a payment of R750.00 It absolutely ridiculous that all the proof was sent and they settle for 39% of the cost . But my gripe is not with Safair as such but with their staff member , who seems to be the only person , she never responds and gives feedback . She is certainly bringing a good orginisation to dis repute.