Blanket disclaimer for damage to baggage

On 30 June 2019 I checked in an 11 kg bag on my flight from Lanseria to Cape Town. When I removed my bag from the carousel at Cape Town I found that the handle was literally ********** the bag. The bag was not in this condition when it was checked-in at Lanseria. I reported the incident to the Mango luggage services representative who did indicate that there was not much hope. Fortunately the contents of the bag was accounted for and intact in the bag.

I followed up with a complaint to customer service only to be told basically no damage to luggage is covered. Absolutely ridiculous. As a passenger I check in luggage in good faith, not thinking that baggage is being thrown around. How is the airline then held responsible and will also ensure that baggage is safely handled? This just does not make sense.

Can we stop to imagine how the world would be if customer service is whittled down to: "Stuff happens, we're sorry for your inconvenience/loss. We look forward to welcoming you aboard again. Have a nice day"?