Sorry to sound crass, but why would anyone leave the airport without their bags and without a claim?

I filed a claim with gol for missing luggage, they gave me a reference number and everything and were in communication with me via WhatsApp to let me know, every few days, that they had no idea where my bags were.

What I need now is a way to file for compensation. I read their contract of carriage6.10 Emergency expenses. In case of luggage loss, GOL will reimburse the passenger who is out of his or her home and makes purchases of basic needs products, such as clothes, shoes and personal hygiene products. The initial compensation, limited to the maximum amount of R$ 100.00 (one hundred reais) in Brazil and USD 50.00 (fifty dollars) abroad, may be requested by the passenger when 24 hours have elapsed since the opening of the Property of Irregularity Report, upon the presentation of invoices and provided that the luggage continues in a loss situation. After 24 hours from the request of the first indemnity, and to each subsequent overnight stay, it will be due an indemnity in the maximum amount of R$ 25.00 (twenty-five reais) in Brazil and USD 25.00 (twenty-five dollars) abroad, limited to the maximum total amount, already including the first indemnity, of R$ 225.00 (two hundred and twenty-five reais) in Brazil, and USD 175.00 (one hundred and seventy-five dollars) abroad, and provided that the luggage continues in a loss situation.6.10.1 The request for reimbursement of emergency expenses may be made within 30 (thirty) consecutive days from the opening of the Property Irregularity Record, for the cases in which the luggage have been found. For the cases of permanent loss, the passenger must make the request of reimbursement of the emergency expenses within a maximum of 08 (eight) consecutive days from the opening of the Property Irregularity Record.

But it doesn't state HOW to file the claim. I reached out to the people via WhatsApp but haven't heard back from them. Customer Service for GOL is closed on Sundays. I find it odd that there is zero info anywhere on how to file for compensation