Insurance and feedback complaint

On Thursday 24/03/2016 a client bought a vehicle from us and Ansie Mostert did the insurance through Hollard, That same day the client took delivery of the vehicle as we had a Confirmation of cover from Ansie. On Tuesday 29/03/2016 the Finance House said that the clients initials was not on the Insurance. I contacted Ansie who then said she will sort it out. Later she sent an email saying that the client is not insured anymore due to a previous claim with Hollard and she cannot help us. After numerous calls to Ansie and her manager Deejay Naidoo they were still not willing to assist and just said that the confirmation of cover does not mean anything and we were suppose to wait for the policy schedule from the insurance company. Never in my career have we ever had to wait for a policy schedule as the Confirmation of cover is just that - Confirmation that the client is insured. Ansie said that if the client got into a accident, the dealership would be liable for any losses. This is totally unacceptable and i want to know why i received a confirmation of cover if client was infact not covered at all and why i haven't receive any feedback from Ansie until today.