Paxi lost/****** in transit package - ordered through YAGA

I have a shop on YAGA and dropped off a package for a buyer at Pep Clearwater mall on 03rd December 2025 to be delivered via PAXI to Pep Jhb Meadowdale Mall. The package never left jhb. I called PAXI several times and raised to YAGA the issue of non delivery. I was consistently told that the matter is being investigated. At the Pep till, I was given the package bag paid for via YAGA and never told about insurance that can be taken out. Today 02 Jan 2026, I was emailed by YAGA mentioning that my package has been lost in transit and now I need to log an insurance claim through PAXI.

In logging the claim with PAXI, I was asked if I had taken out insurance and rep**** that it was a service through YAGA that the purchaser chose. The agent then mentioned that there was no insurance taken out, however they will log a claim with Abacus Insurance and hopefully the claim will be paid.

There are many social media claims off the same thing happening with Paxi over this past December period, which is very concerning. Please can my package rather be searched for and delivered, as the item is very expensive, and cannot be replaced. Can ICASA also help?