Aramex poor service

Paid around R900 extra for an overnight package from CT to Jhb. It's been over 2 weeks and package has still not arrived. Aramex won't pay us the insurance because they claim it's not lost. They won't refund the money either. I understand covid-19 may delay packages but then if you can't fulfill a asebice don't take people's money for it (or at the very least refund it)