I can't address your PIR issues, but I found the best response from AZ to come from social media. Over four months ago, my bag was lost (eventually found) when I flew into MXP. I filed the report, submitted a claim for reimbursement for items I had to purchase and then heard nothing from them for months. I emailed multiple times and they did not reply.

When four months passed, I posted a nasty comment on their Facebook page and started Tweeting them. I got a response pretty quickly and received the promised reimbursement check within a week.

So I would advise trying Facebook and Twitter - not an FCO account, the AZ accounts. The woman who contacted me via Facebook was very nice and helpful, so maybe she can assist you.