I have a similar experience with BA. I traveled from SIN via LHR to MUC. When I arrived home, I noticed a big crack in my new Rimowa Suitcase (LH Edition...). I just filed a complaint online. I soon got the answer, that I need a proof from an suitcase shop. I just went to the shop, got the report and faxed it back to BA. I got an answer within 12 hours and the money for a new suitcase in my account within 2 days! Well done BA! Will fly with you more often.

BWT: LH was good as well. They ruined quite an old suitcase (the wheels fell off, so it was dead!). I did not remember the price or the age. I got a call and the agent offered me quite a generous amount of money. I accepted and had the money on my account a few days later.

When I remember the hassle with LX when they killed the car seat of my daughter....