No service, no care

Aramex lost my shipment in their Sandon warehouse. They've been "searching nights" and no result in locating this item. Customer care advise me that since it’s a dropbox courier service there are no insurance on the contents, however they might consider the next shipment for free as compensation for my R7k loss. Questions unanswered: How do you lose a shipment, are the employees not trustworthy? Are they reliable enough to care? Items shipped are very expensive but to no use to anyone other than the intended customer.