As has been said many times before, all airlines will dismiss initial claims in the hope that the claimant swallows their bull dung and goes away. Many do! As soon as you show them that you have the appropriate evidence and mean business, they will pay up. Even then they won't admit to any fault on their part but declare it as a gesture of goodwill. It's all a game for them and, if you want your money, you have to play it.