Undelivered parcel / alleged hijacking

I sent out a parcel to a client on the 30th of December, client could not track parcel, when I was eventually able to assist in tracking the parcel after the 15th of January, I was told that my parcel got lost in a hijacking of a vehicle.

No one let me or the receiver know of this until the multiple calls I made trying to track the parcel.

I was given forms to fill to claim for this loss but no one has confirmed receipt of the email and all the numbers I call to get assistance are not being answered, if I call the call center I am told that I am being but through to someone who will assist then the call cuts.