URGENT: Absolutely disappointing service from Flysafair Policy No. FSAFSABI*** from Chubb Insurance-***

Good day

I am absolutely disappointed with FlySafair Chubb insurance.

I took a flight with my 2 kids Alone from johannesburg to Durban, upon arrival I had both my kids age 8 and 10.

I placed my luggage onto the trolly and got into the Uber. Once I reached the hotel I noticed that my Baggage which was insured was broken and had 2 holes at the bottom of the bag and dents.

When I took the flight at OR Tambo my Baggage was new.

I called FlySafair and was directed to the insurance company- when I asked the lady to advise me on the process of submitting a claim she asked me to only send through an email with pictures and advised that it takes 7 days to process...

After a few days i received an email asking for a Property irregularity report from Flysafair: *** together with all my personal details.

I called the number no answer Now I'm at FlySafair help desk on my return flight and the agent advised that they can't assist me as I was supposed to open a case on the day I noticed the item was damaged...however the FlySafair claims agent failed to inform me on the correct process on the day I called.

I will never book via FlySafair- extremely unprofessional - I am going to Dubai on the 20th of December and now I have incurred the cost of purchasing new luggage.

See below details pertaining to the incident and claim.

Re: Urgent pls Re: Your FlySafair Baggage Insurance Policy No. FSAFSABI*** from Chubb Insurance-***