Well, I encountered the similar issue. I fly with SQ to Melbourne on 30 Nov and found my Delsey luggage's lock was totally damaged and it seems someone forcefully open it. I usually put an small extra lock besides the build in number lock, and it was gone too. I am doubt this is the work of a custom officer as usually they will put a note if they have to force open the luggage for detail inspection. I don't get note on this case. They have spoilt two lock at one shot !
After found out that luggage lock is not cover under SQ damage baggage policy, I then reported my case to Melbourne Airport baggage department (and cc SQ Melbourne on my report) request a proper document to claim travel insurance and was later told they have feedback the incident to SQ baggage department but this document issuing process will took SQ 14-21 days to produce !!!!! This is terrible experience for a so call "world class airline" as they claim.
The best part, from time to time I have asking for the status couple of times (I even send an email to SG SQ baggage department), and it seems the entire Melbourne Airport baggage department and SQ Melbourne/Singapore baggage department went missing and not replying me until now (now already 6 Jan). They have totally ignore me.
Without the document from airline, I am totally stuck as insurance company cannot process my claim without the official document from the airline. I called up SQ hotline in Singapore today and was told that they're call center people and do not deal with any email so they don't have any record on my reported incident. However, they're able to issue me an so call report which I can forward this to my insurance company but you can't believe how simple it is which they claimed need to take 14-21 days .
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DEAR MR XXXX,THIS IS A COPY OF YOUR REPORT FOR YOU
TO CLAIM TO YOUR OWN INSURANCE,THANK YOU.
DAMAGE REPORT
SINGAPORE AIRLINES LIMITED - SINGAPORE CHANGI AIRPORT
BAGGAGE SERVICES TEL NBR 1800-BAGGAGE (2244243)
FILE REFERENCE - CBTSQXXXXX/06JAN17/0103GMT
NAME - XXXXXXX
TITLE/INITIALS - MR/HCB/
GIVEN NAME -
FLIGHT/DATE - SQXXX/30NOV/
ROUTING - SIN /MEL
COLOUR/TYPE - GYXXRHW
ONE SIDE COMBI LOCK DAMAGE X REPORT FOR OWN INSURANCE X
PLEASE RETAIN PASSENGER TICKET AND BAGGAGE CHECK. THIS
REPORT DOES NOT INVOLVE ANY ACKNOWLEDGEMENT OF LIABILITY.
PLEASE DO NOT REPLY TO THIS EMAIL
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I have fly with my Delsey luggage (which is quite expensive) several trip without major issue (although all came back with scratcher here and there) accept this time. I seriously reconsider whether to fly with SQ again for my next trip. From my recent trip with SQ to Beijing, Tokyo & Melbourne, it seems the service has been dropping not to mention about the food. Totally disappointed.