The Baggage claim department at the Newark Airport needs to do a better job following through with claims that are placed for damaged bags. I used united business class for a RT to Italy and unfortunately noticed that my bag was mishandled resulting in one of the wheels being completely disconnected from the bag when I returned. 8/27, I was offered two different suitcases which was of lesser quality and one had material chipping off of it. A file was placed by Gloria for but I understand to be for a replacement bag and I was told to call a number on a yellow card and ask for Barbara or Angie who were the supervisors. Now that I think of it, I was also told that I would be contacted. About 2 weeks later I called the 1-800 number on the card and was informed by what seemed like a 3rd party group that I needed to fill out a claim, provide photos of my ID and the damages. I proceed to do that. With each person that I spoke to at the 1-800-335-2247 number, they each had something different to tell me about my claim and what I needed to do. My hope was for a bag replacement sent to my house because that is what I was told but I was made aware that I needed to reach out the manufacturer to get my bag fixed. Another individual told me that I needed to provide recipets of purchase. Spoke to multiple supervisors one by the name of Viaafh, another Ushipinder and Essa who all told me different things about how my claim could be settled. It is now 9/27, and after the claims department decided to settle my claim by providing a $100 compensation without the option to get a replacement bag, I went ahead and found the number to the claim department at Newark airport at a 973 number. I had the opportunity to speak with Angie who basically told me that my claim was settled with a compensation and the Kenneth Cole bag that I currently have is a bag that was originally from their inventory. Not sure why that was needed to said, but it just proves to show that my bags have been damaged by United in the past. So they clearly need to do a better job bag handling. After advocating for myself and stating that I was told by Gloria that I would get a bag sent to my address (back in August) before going through the loop hole of filing a claim and sending additional pictures, I now have to go back and speak to the claims department that "settled" my claim to tell them to cancel the credit/Monetary in order for me to get a replacement bag that I was originally informed I would get in August. Communicating with customer service within the Baggage claim department have been a tumultuous journey, from dealing with different attitudes, to lack of consistency and lack of follow through out this experience. United Airlines need to do better caring for customers bags and baggage claim department need to have a smoother communication system that allows everyone to be on the same page when dealing with a claim. I am absolutely disgusted by my experience and hoping to get a replacement bag that I deserve.