Originally Posted by Luther.e

SWISS' policy is to reimburse reusable items such as clothes at 50% and disposables such as toiletries at 100%, I assume this is the discrepancy that you're referring to? Legally, I'm unsure what recourse you have as this is their policy but the Montreal Convention limits are around 1600 EUR per pax I believe. Personally, I've always claimed the difference through travel insurance as it tends to be the most straight forward but obviously that depends on the policy or credit cards you hold.

As for reopening the case, submit a form through the website as if a new claim and it will be linked if you reference the original case number.