The Courier Guy South Africa — Damaged goods, process thereafter and trying to submit a claim

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I have been using The Courier Guy for a while now (since the start of Covid) and have opened an account with them. During the month of October I sent a parcel with a number of smaller parcels inside to Langebaan. I was phoned by the Vredenburg branch to inform me that the box was dropped, and that a bottle of champagne (that was inside another box in the bigger box) broke.
Initially, I thought well mishaps do happen, if it is only the champagne then it is ok. The lady told me that the items had been repacked in another box and asked me if I still wanted it delivered, and my reaction was “Of course yes”. She asked me to ask the recipient to send photos once the parcel was delivered. Which I did.
Well I was horrified, because it was not only the champagne bottle that broke, but the impact of the box being dropped and the liquid from the champagne bottle damaged two of the gift boxes inside the bigger box.
I sent the photos to the contact at the Vredenburg branch, who said that she would send me a claim form. I filled in the claim form, to claim for the champagne and the two gift boxes that were damaged. There were other items in the box (a pair of brand new Asics, smaller gift box and a new Hoodie), but they were fine.
Not thinking that this would ever happen, I didn't have everything at hand i.e. slips and invoices. So I estimated the amount I put on the claim form because I had a good idea of what I had spent. I normally use online gift services to send gift boxes, but this time round I decided to do it myself, because there were very specific items I wanted in the gift boxes. If it had been any other occasion, I would have been able to send the invoice from the service provider. Nevertheless, after submitting the claim form I was asked for slips/invoices, which took me a while but I was able to submit it - and it actually ended up being more than the amount I put on the claim form. I was also asked for a letter, my ID, proof of banking details; of which was all submitted.
After following up, nearly 3 weeks later, it would seem like nothing was done. I was told that they first needed to look at the footage and it would be escalated to the area manager bla bla bla. It was then an issue that the amount on the slips and on the claim forms were not the same (but the amount being claimed for was less). To top it all, they have now asked for photos of the contents of the gift boxes. So, after having had a damaged parcel (and contents) delivered to someone, which was meant to be a gift. Not knowing what they have done with it, I need to try and get photos of something that was damaged and may have even been thrown away. Had I been told this a day or two after the event, this would have been possible, but to come and ask for it 3 weeks later??? And only because I have followed up on the claim.

I am left baffled at the service provided, and wonder why we South Africans put up with bad service.