Disgusting "service" at Aramex

I'm a small business in the EC and have been reliant on courier services since 2019 when I started trading. This is the first time I've had a parcel lost without ever having been scanned into a couriers system. My stock was sent from Kempton Park to EL but seems the courier has never scanned it or picked up from the drop off. My case escaped and handled by a gent called Thabiso whom after 2days of trying to locate him sent me an email requesting a picture of the goods in the parcel. A day later sent me an email saying that a FOUR day search had yielded no results and followed it up with a link to the aramex page to inform me that I have no recourse as my parcel isn't insured. I found this odd because when we spoke he had assured me that part of his investigation would be whether the pickup point had been serviced on the day of the drop off or when last it was serviced - none of this info was included in the single line feedback email nor was my response responded to its disgusting to say the least in my opinion, you spend hours on the phone (expense) trying to locate the agen your case is assigned to then when you eventually do the assistance is nothing short of careless. From a small business standpoint it's disheartening because we rely on stock n goods being delivered safely to us and our customers.