complaint regarding claim and documents

My parcel was lost on the 30 of September 2020 after pep informed the person that the gift has been sent back when in actual fact the parcel never left the store. Thereafter the entire month of October i spent following up on a lost parcel until i was sent a loss form which i had to send a bank statement with a copy of my ID in order to process the claim. On the 10th of November 2020 I sent the requested documents to ***, ***, ***,*** and I received no response. I followed up on the 16th and was told paxi is waiting for the insurance company to pay . On Thursday the 19th of November I called paxi back and i am now told to resend my bank statement and ID copy to Rafeeq who is a manager working from home and that all managers are working from home. After resending my documents i am told the claims people are saying documents are missing. In other words my personal information is compromised and i have to use my aitrime to follow up on a lost parcel because Paxi consultants are nit calling their clients to provide feedback. all the consultants are claiming to have never received my claim documents. 2 months later the issue is not resolved