Affinity car insurance not doing proper work.

My mother had a car insured with Affinity car insurance, the car was in an accident and was a total write off. The insurance paid up, I was the regular driver. This was back in 2016, September. Now this year, my mother wanted to register a new car she bought but we found that the old car was not canceled with the traffic offices. She had to pay more than R3000 because Affinity insurance didn't do their full job. When we call their offices they say the owner was supposed to cancel it but the traffic department says the insurance should have done that.