Luggage lost Hollard insurance refuse to pay

My name is Clarissa Lyle booking number ***7. We were supposed to travel on the 8th of Dec but due to our kids certificates not being unabridged we were denies access on the cruise. Our luggage was already checked in that morning. Were told at 1:30pm that they are not allowing us to travel.We had to change our booking to the the 26th January. @*** the Insurance has advise us that our luggage claim will not be authorised. We were told by MSC Cruise to come back on the Monday when it arrives back to be told they lost our luggage.

We have been in contact with Msc Cruise but nothing has been found.There is no way you can tell my claim will not be paid. We waited almost 3 hours for our luggage to be returned and not assistance. We were also advised because of so many people boarding they cant asssist us.I have been in contact with an agent called Lungile Dube. I mailed him on the 27 November to advise me on my cerfificate but no response. Due to the no response we ended up spending money and accommodation, food and had no clothes to wear. We had to buy clothes,toothbrushes etc because we only had the clothes on our back.

We were still in Durban because we have to wait for our luggage.We waited for almost 3 hours to be told our luggage are onboard. We travelling with kids who's devastated. We also lost our booking of a cabin with no balcony and had to pay in an amount of R810 for drink package. We will be put away in a ocean view. We have taken leave and now we must take more leave which cost money. We also spend money travelling down to Durban.Another expense for us on this cruise. I really hope you take my matter into serious consideration