Turkish Airlines Damaged My Baggage but Provided Poor Assistance!
On October 21, 2023, I experienced baggage damage and the company directed me to the insurance company. My Sompo Insurance policy already covered baggage damage. I reported my complaint to Sompo Insurance and sent the necessary documents. However, for a month and a half, they have done nothing but stall me; it's a complete waste of time. They are asking for a document from the airline stating that I have not received any payment. Then they say that payment should be received from Turkish Airlines. In turn, Turkish Airlines states that the payment should be made by the insurance company. Below are my correspondences.
The latest from Sompo Insurance:
'Upon reviewing the documents you submitted and your application on the THY system, it has been determined that your damage file opened with THY will be completed if the missing documents are provided. According to your policy coverage, the damage file opened with the responsible airline must be concluded first, and payment must be received from the responsible airline. Please log into your record on the THY baggage tracking page, share the documents requested by the airline with them, complete your damage process, and apply to us after receiving the payment.'
And then Turkish Airlines wrote to me:
'No payment is made by us when the insurance letter is issued. The private insurance company that will make the payment can contact our partnership after the payment.'
I already made the purchase from the Turkish Airlines page in partnership with Sompo Insurance, and throughout this entire process, I am the one struggling in vain. They have a partnership, but they are unaware of the procedures; there is no clarity on who should make the payment. I have been waiting for a month and a half, suffering, for the process to be completed. I call, send emails, and message through the portal, but no one is helping or processing the issue. I demand that this process be corrected as soon as possible.
