Gross negligence to parcel.

On 9th Nov my partner went to the office in Bethlehem and arranged for them to collect his vintage motorbike engine from Pinetown. No forms were signed. Forms were signed when he collected it on 10th Nov. When he collected it box was split open and on examining the contents found damage to the engine casings and cement embedded onto a bolt where the impact occurred. A claim was lodged. And on 15th Nov he received feedback that the claim is denied as engines are not covered - but this was not conveyed to him when organising the part to be collected. Furthermore they say it was insufficiently packaged, however it was wrapped in bubble wrap and in a corrugated cardboard box.

He was told that engines would be covered if gross negligence is evident. So my question to them is - a broken box AND cement embedded on the bolt - is that not gross negligence as it’s evidence of the parcel being dropped by their staff!!!