Damaged Luggage - what happened to excellent client service

My bag was badly damaged flying from Johannesburg to East London in September 2019, of which I raised the matter with Kulula as soon as I discovered the damage upon disembarking. It is to my disappointment that to date, I have been sent from pillar to post and let alone that now Kulula has not even responded to my correspondence. Kulula is even misinterpreting their own insurance clause and conditionally accept the liability on condition that they will be able to fix the bag as opposed to replacing it....what a shame to client service