Travel Guard Customer Service Issues

During our vacation in Belize from 3/25/19 to 4/4/19, my Milano luggage measuring 29"x17"x9" suffered damage with one wheel breaking away during the return trip through Houston, TX on 4/3/19. I spoke with Yolanda Hernandez at Baggage Claim in Houston, and managed a temporary fix. Upon reaching our final destination in Great Falls on 4/4/19, the missing wheel issue worsened, with the plastic frame under part also damaged. Although I addressed this with a United Airlines agent in Great Falls, they stated they weren't liable for wheel, zipper, or handle damages as per the ticket terms. Seeking to file a claim to replace the luggage at an estimated value of around $75.00.

I have been trying to reach out for claims, sales, and assistance, but no one has picked up the phone after waiting for over an hour in total. I have been informed that I require a specific person's name or extension to assist me. Despite having had great customer service with your company on five previous occasions, my recent attempts to contact you have resulted in waiting times of around 35 minutes, even when calling at different times throughout the day. Following my purchase of a preferred package, there has been a lack of proper follow-up. Kindly provide assistance or direct me to a supervisor who can address my concerns at your earliest convenience.