Insurance-unacceptable service

I am extremely disappointed with the service I received from PAXI regarding a parcel I sent through them. My parcel, valued at R4,000, has been declared lost. At no point during the sending process was I informed that I needed to purchase additional insurance to cover the full value of my item. This information was never disclosed to me by the staff when I sent the parcel. Now that the parcel is missing, the call centre agents are insisting that I can only claim R500. I find this completely unacceptable, especially considering the value of my parcel. Had I been properly informed about the insurance option and its implications, I would have made an informed decision to insure my parcel accordingly. It is unfair for customers to suffer significant financial losses due to a lack of proper disclosure and guidance from staff. The responsibility should not fall entirely on the customer when critical information was not communicated upfront. I request that this matter be urgently escalated and that I be fairly compensated for the full value of my lost parcel. I expect accountability and a reasonable resolution. I look forward to your prompt response.