Customer complain

I lost my parcel and my claim was not honored because l was not informed about insurance. I did not even get an advise of how much they will pay for my loss. No communication amongst themselves they do business as it pleas them. I lost my parcel, it took three weeks for me to do enquiries about it because I was told to wait. I called pep and I was advise to call paxi then they asked me about insurance after I have lost my parcel. I have been dealing with this claim for moths.