OP here. I did the claim on the dolfi webpage. Next morning (Wednesday) they called me and asked about some details and asked to upload/whatsapp them some pictures of the damage. Minutes after I did that, the same guy called me back and asked wether I still have the receipt. After answering no they said that they'll send me the new suitcase. He first said that it would take a week to deliver but when I said that I need to fly out Friday morning, he asked his supervisor and he said that I'll receive the replacement the next day with express shipping. The same Samsonite model arrived as promised. So overall the experience was ideal, I got confirmations in minutes after submitting things online, they were polite, helpful etc.