Intercape/Big Sky Trailer with hooks that ruined my luggage bag

I took the bus on the email attached below. We received an sms that Intercape or Big Sky Bus will come. Big sky bus arrived in Uitenhage at 22h50pm which is 40mins late. On our arrival in Cape Town, I went to the trailer to collect my suitcase and it was at bottom right. Driver tried to pull it but it was not moving and there were other bags on top of it. He told me to wait until all the bags that were on top of mine were collected. By the time all the other bags were collected, we discovered that the reason why my suitcase was not moving was because of a trailer hook that went inside my suitcase. He fiddled with my suitcase trying to free it from the hook, and when he finally did there was a hole in my suitcase. I asked him what I must do when my suitcase is this ruined and he told me that it was not his fault but the company's as they are the one who supp**** a trailer with hooks.

I have taken a picture of my suitcase, the hook, the trailer and bus and attached them to an email to Intercape complaining about my damaged luggage bag and they just called me now saying that I was suppose to have insurance on the suitcase as they are not taking any responsibility for what happened to my suitcase. I never received any apology from the drivers, non from Lezanne who just called me, she just said that I was suppose to make sure that my suitcase is insured so that I can claim damage from it. who insures a luggage bag? The driver placed my bag into the hook and when he was trying to remove it he was not even gentle, he was fighting and fiddling with it which caused even more damage to my luggage bag.