It seems to differ from station to station. I've had luggage arrived damaged at DEL a couple of times, and they've always just offered options that I can pick from.

But if the claim is handled via customer services, it's almost always a nightmare that is described above. It feels ridiculous, and takes up far too much time and effort. A few times it's been for pieces that cost under €100, and the effort I needed to put in felt just not worth it. Once or twice I've mentioned that back in an email, and depending on the agent who is dealing with the case (oh yes, and I have even started recognizing many customer service agent names now to establish a pattern), some of them have just waived the need for anything and refunded the bag because I sent pictures.

But AFKL, uniquely, make it difficult to get reimbursements on broken bags if you go via customer service. All other airlines I've experienced are better at this.