Suitcase Wheel Broken

Greetings,

Hope this email finds you well,

I booked a return flight(KQHVUF) from Durban to Cape Town on the 05/06/2021 to 09/06/2021 on FlySafair with a luggage insurance Flight number FA162, My file reference no. DURFA12534, i realised on my return departure at King Shaka International Airport that my Suitcase wheel is broken then i went Flysafair office(Swissport) to complain about it, Deena made me fill a claim form went to Police Station at KSIA and i emailed back and acknowledged they received it and also informed me that they forwarded to Flysafair and Flysafair(Ellerser Malgas) responded that it was not covered by insurance so my question is what a use for chupp insurance luggage cover which i paid for? Who is responsibility as my Suitcase wheel is broken at Flysafair Flight? Please assist.