Damaged luggage

We traveled from Cape Town to Durban on 14 March 2021, left CT at 07h30, and because I took the bus from CT, my luggage was one of the first to be loaded. When we arrived in Durban, I discovered that my suitcase was terribly damaged. I pointed it out to the driver, he took pics of the suitcase and promised to get back to me. 3 days later I had not heard from them. I then called Intercape, they gave me a case no, requested me to send them pics etc, they then never returned my calls, I had to call again, only to find out that they say they are not liable for damaged luggage etc, so my claim was not valid. I had to purchase a new suitcase as I could not travel with a broken suitcase. I suspect that the driver that loaded the luggage just threw heavy stuff on top of my suitcase, and that caused the suitcase to break.