Quick update: I finally got a reply 12 days after my initial claim. No apology or a kind word but just plain standard text telling me that I have to go to a store that confirms the damage and possible repair or replacement costs. They will pay up to 15 euros for the confirmation… So instead of paying 120 euros compensation for a bag they make me go to a store and pay a fee for a piece of paper that will confirm that the bag is ripped and needs to be replaced. Kind of ridiculous… Just another reminder to to check bags unless really necessary (which it was in my case)