Treated like a child for a legitimate baggage claim

Baggage claim query (cpt***) rejected on the grounds we had failed to lodge the claim immediately. In fact, we walked directly from the carousel to the claims desk and followed their instructions - they took photos etc. I was shocked to get back a patronising email explaining the process in a whole lot of steps and saying after 72 hours they assume you are happy, when we lodged the claim in 15 minutes. It seems like a standard email sent by Mr Zathu to waste time in the hopes you won't follow up. Shocking - especially since I'm a member of their so-called 'privilege club'.