Bryte refuses to cover baggage breakage theft

We travelled to Zanzibar and took out insurance with Bryte . Our checked-in bags were broken into at OR Tambo or Ethiopia. We only realised this upon landing in Zanzibar and receiving our bags which are not received during transit upon which we contacted our PenTravel agent. We sent through all the documentation and picture evidence of the breakage . Bryte refuse to cover even a portion of our losses and wanted us to claim from the Airlines who will not assist either.