courier guy refuses to deliver

We are part of a business that delivers nationwide using the courier guy and constantly having issues with them regardless if you pay the insurance or not they are never willing to pay when they break the items they always look for excuses to not pay

another issue i had where a customer payed for delivery which is a door to door service only for the customer to receive a message stating they wont be able to deliver due to the delivery area being high risk area which wasn't stated when the booking was made nor was there a extra charge for the high risk

my client is unable to go collect the order as its 4 doors and he will need to arrange with a transporter which i am expected to pay for