Non Conformance on International Standards

I recently shipped a package from Saudi Arabia to South Africa and it was supposed to have arrived on 21 November, but I instead received a call from DHL stating that the documentation was missing and that it had to be typed out. When I sent this from Saudi the DHL representative gave me a blank piece of paper to write the contents on it, which I did, but now DHL wanted me to contact the DHL in Saudi to type out the content. This is an error on their side as they are the subject matter experts on sending packages around the world. This was the first and last time I will ever send a package through DHL and I will not think twice to advise any person not to use them. How can DHL expect me as the client to contact their representative in Saudi for not complying to their procedures. This brings a questions to mind on their ISO registration. I was also very surprised that they wanted me to take out insurance on the package. Is this the level of confidence they have in their service delivery.