Sorry, but by opening a dispute, your friend broke the rules of our service and indicated that he does not want to deal with us. So, his account is locked automatically. If he closes the dispute, we can review the situation. As for the parcel, according to the tracking it is in transit and was delayed by Aramex. It's up to him what he wants to do about the dispute. As far the insurance, it's cancelled the moment a dispute is filed.
Sorry for the trouble your friend has had with one parcel, but we have these rules and he agreed to them when he signed up.
Thank you