Theft, damage of goods & pathetic customer service

On 11.07.15 we urgently flew from JHB to PE for my brother-in-law's passing and funeral. Upon arriving at our guesthouse, we found that the lock on 1 suitcase was cut off, along with the zipping mechanism. We opened the suitcase to find my wife's funeral dress and coat ****** and all of the contents rummaged through. <br> <br> We immediately tried to contact SAFAIR who did not answer their phones on a Saturday night. We got hold of the Complaints/compliments tel no where we left a msg regarding the damage. We also sent an email to the claims dept as we took out insurance on this flight. We did not hear anything from anyone for 2 days. On 13.07.15, I phoned the Claims dept who told me that they did receive my mail but needed a incident ref no from FLYSAFAIR first. After phoning the cust serv line & the call dropping 3 times I finally had an email address to contact. This has been going to and fro since the 13th and today 24 July we receive notification that the claim was denied due clause: 8.12 We will not accept any liability for scratches, cosmetic or minor damage to Baggage, nor for any items protruding from Baggage, such as handles or trolleys<br> <br> Absolutely not true and pathetic!