Incompetency services by Aramex

I just had a very bad experience with this company. I have been waiting for my parcel until I decide to call and find out. To my surprise the parcel is lost due to some hijacking that took place over the weekend. They will not be paying because the parcel was not insured. I dont even remember being offered insurance and i always thought they include in the R120 they charge. I am so disappointed,but I have the energy to fight till the end. Their consultants are very rude too.