************* company stay away

Three months later,I have not receive any feedback from them.On the 6th of May 2026 my luggage got damaged while travelling back from Indonesia.Logged the claim same day and I was allocated Mbali Mngoma the travel claims specialist to assist me.I waited and contacted her for update ,she told me that I have to submit the rejection I can’t remember or what letter from the airline.She didn’t even bother to tell me where or who to contact.Till I managed to get someone who told me that it is the same letter that I got at the airport. And then I forwarded it to her on the 2nd of July.Did I get the response? No I did not till today. What I just want to know is ‘Is this appropriate? I took the comprehensive package imagine. I lost some of my stuff that was inside the luggage bag. So I don’t deserve to be compensated for what I paid for?