Poor service from intercape

Hello Peter I'm struggling with intercape I lost my bag while I was traveling from Western Cape to Johannesburg due to carelessness of their drivers they gave the wrong passenger my bag of which that passenger jump off the bus at Bloemfontein when I call and claim my bag I was told that they won't refund me and they didn't explain under which reason and I still do have the ticket that I was issued on the day of traveling and why are they issuing lagguage tickets if they not using them if the clients are taking there bags . I need your help coz I received the call yesterday from intercape employee Tasneem Burns informing me that I won't be compensated of I was ask by Tasneem Burns to forward the affidavit that state what was in the bag and I did that but it could not help cause they answer came back negative of which it's unfair .they even told me I was supposed to have the insurance for my bag and I fail to understand how am I going to have insurance in their property so that is clear even if their bus can burn no-one will be compensated as they told me I must have my own insurance .