MIX UP ON POLICY START DATE

My new vehicle was paid for by the 5.10.2017….the money was not allocated, I had to chase after the sales team to issue my policy. Finally on 4 April 2018 Ntombi Zodwa had allocated my payment 5.10.2017 and issued me with a policy document dated 4 April 2018. As per my understanding, I have a 24-month warranty policy since 4 April 2018 to 4 April 2020. I now have a claim and was told that my policy had expired as at 27 September 2019. I queried the date 27 September 2017 and was told that the start date of the new policy would be the cancellation date of the old policy. I cancelled my vw polo on the 27.09.2017. This is absolutely unacceptable...So if I purchased a new car in January 2020 and take out a policy with you guys…. Then my policy would be backdated to my previous policy motor vehicle cancelled date. This does not make sense. I need urgent clarification.

Alisha ***