SAFAIR NOT WALKING THE TALK

On the 8th November we flew to Durban. We checked in a car seat as fragile luggage for that flight. On arrival we found out that our car chair was not loaded on the same flight in spite of the fact it was checked in. We landed just after 3pm. We were forced to transport our 2 year old to our place of residence without a car seat because it had not arrived and Menzies had no other options. Our chair was delivered to our residence after 8pm that night. The following morning when we pulled up the head rest we realised it had been badly scratched. As if pulled by the head rest and left open to be scratched on route. The cushioning had also been torn on parts of the chair. This is where the jumping through hoops started. We had to request the claim form, attend a police station to commission our statement and return the form within 24 hours as per Safair's rules. In the week that has passed I have recieved mails telling me that I will be contacted. I am passed from Safair to the Chubb (Insurance company) and a week later I now get a mail telling me that before they will consider my claim I must send them my boarding pass and ID. How is this acceptable customer service. Not once has some called me and tried to help me. I have had to chase after Safair and now the insurance company who dont even answer the telephone number on their email to me. After a week I am now been told via email that until I give them a copy of my ID and boarding pass they cannot consider my claim? Is this the Safair experience for someone travelling with children? I also want to add that I completed the review email and selected the option for Safair to call me back which I am also still waiting for. It feels to me like their concerns around client experience is not sincere. I am disappointed.