You must report the loss or damage of your luggage to the airline company (and keep the receipt) within 24 hours after the loss . 

Then, send us the incident statement within 5 working days from the day you become aware of the incident with the following documents:

• Luggage loss or damage report signed by the airline company as well as the answer concerning the reimbursement of the loss.
• Invoice of the purchase (for the lost or damaged personal effects)
• Photos of the damaged personal effects
• Boarding pass
• Copy of the plane ticket

To declare your incident:

Please file a claim online : www.chapkadirect.fr/sinistre 

Keep the original documents, The insurer can ask for them.