Aramex Couriers — Parcel lost and I want to be claimed

I post a parcel with Aramex on 10/12/2020
And label number ZA[protected]
Today I received an email from Aramex telling us the parcel is lost in their depot and the loss cannot be claimed because the label we prepaid is more than one year. We bought the label from driver during lockdown period in 2019 . The driver tell us there are no time limitations on the label we bought and we can use any time. That’s why we bought the labels in bulk. And right now Aramex said they only can claim the labels within one year. Which I think is unfair. And I hope someone can help us.