@Kerry26 Just read you earlier post. So sorry you had to go through this and hope by now Airbnb have compensated you .
I've just had my property damaged on the 4th of December here in Melbourne and I am experiencing all of the things that you have described on your post. I'm about to hand matter to the small claims court because I can't get passed the support team even though I'm assured that my case has been escalated to the claims department but no one rings me and when I ask to be put through to the Claims Department, the support team are not able to do so.
The worse customer support I ever come across. Talk about aggravating the hosts, the same people who make their homes available for Airbnb's clients.