Poor service!!!

My husband signed a Motor Xtender Policy with Hollard in September. He called Hollard on Monday (07/12/2015) to inform them that the car is booked for a service on Wednesday (09/12/2015). He was told that everything is fine on their side and he can take the car in for the service. He called them again this morning while he was at the dealership to confirm that all is in order and he was assured again that all is well. He gets a call at approximately 12h00 this afternoon from a person called Chris from Hollard stating that they would not be paying as the policy is not 90 days old. My question is why was this not communicated on Monday or this morning BEFORE the car went into the dealership. We are now sitting with a high bill which we did not budget for!!!