Items lost in a supposed fire but we were never even informed

On 20th July I dropped my parcel (which is R1300 worth of cloth nappies) off at pep Paxi in Mokopane and paid for the large bag. It was supposed to go to Sandton. I was never offered any insurance. The parcel was collected by the courier on 21st July and arrived at the Plk hub same day. On the 22nd it departed for Dbn hub and arrived there on 26th July at 8:14. Same day at 13:24 it departed again, supposedly headed for Jhb. That is the last tracking made by for the parcel. Our parcel was missing until we enquired on Monday 8th August. They had no answer at first telling us the parcel is missing, then the next workday (10th Aug) they suddenly know that it was lost in a fire. With that they simply state ‘parcel closure’ and that it was a ‘risk incident’. We are highly doubtful there was actually a fire and we suspect, like so many others, the parcel was simply ******. We have asked for a full incident report as proof of this supposed fire and will be taking it further. Paxi very recently stopped allowing posts on their facebook page but we will be very public about this. How can a company limit their liability to R500 without informing customers of this upfront and not even offer the option of insurance??