PAXI - Undelivered parcel

I sent a parcel on the 16th of September and paid for the 3 to 5 day service. After the estimated arrival date passed I wanted to follow up on my parcel and I was told that there was a hijacking and my parcel was taken. I was further asked if I told insurance which I was never told of when sending the parcel and I said no and the agent on whatsapp just closed off the ticket while on the other message she said I can claim up to R500 if I didn't take out insurance. My parcel had items worth R1000 and I'm very disappointed in the customer care agents and how they do things.

I was refunded R500 by the insurer. Thanks for the help.