Kulula bad customer experience.

I recently travelled from Cape Town to Johannesburg with 3 suitcases of which 1 had to pay for. Because I had bought the ticket to fly the same morning, I was not offered travel insurance. On arrival to Johannesburg when collecting my suitcases, I noticed that one's handled was broken off completely. I immediately went to the counter to report this and I was told that their waiver does not cover handles unless I had taken travel insurance. The manager who was on duty told me that they would send me something i could use to claim from my insurance and I asked the gentlemen what my insurance had to do with anything as this was their responsibility. I received a document which is useless at this stage and my suitcase is not fixed and cannot be fixed as well.