Rejected claim for damaged bags

this insurance looks for every way not to pay you, even when they are at fault. My luggage was damaged and I have photos to prove it. My claim was declined because a damaged report was not filled in at the terminal, nor the insurer or MSC was present at the baggage collection point to report damages. it is not my responsibility to have their staff on duty points. How was I to fill a damage report? Claim no C ********** 18