Lost goods on Paxi

On the 5th of April I sent a parcel at Pep in Nelspruit Plaza. The parcel had clothes worth R2600. The parcel was supposed to go to a Pepcell Store in Braamfontein in Johannesburg from Nelspruit. I received a message on the 26th of April stating that my parcel was affected by the KwaZulu-Natal floods in Durban which I don't understand how my parcel got to Durban. I was offered a refund of R500 which is too small. I went to Pep to ask about the amount I'm being offered and they told me I should have paid an insurance of R10 to get fully refunded, which I didn't know about as they did not tell me about it when I sent the parcel. I'm still seeking help getting refunded.