The worst courier service in SA

Fastway is the worst- We don't usually use fastway as there is always a problem. We sent out a package with fastway via bobgo - with automatic liability of R1000 cover. The client reached out 14 days after placing her order stating she did not receive it. When we checked, the package shows delivered however there is no POD. Fastway is claiming they cannot trace the package nor find the POD for it, however they will not accept a claim as it the claim wasn't submitted 48 hours after delivery. How was the client supposed to notify us of a delivery issue if she did not receive the package to begin with? She did not receive any communication that the package was "delivered", in order to notify that it was not delivered to her. I do not know how fastway is still in business as the level of service is pathetic.