If the item was listed using auctiva and auctiva checkout is turned on, you can have the auctiva insurance automatically added when the customer goes through the checkout system.
if the listing was not listed through auctiva (or you used ebay's relist function) it cant use auctiva's checkout, which means no automated insurance purchse.
But, you can manually purchase auctiva insurance for any parcel, even if not using auctiva checkout.
Click the "Sales" tab
Click the "Transactions" link
Click the "Purchase Insurance" link to the right of the item you would like to insure
Finally, click the blue "Confirm Purchase" button
Note: you will need to add funds to your acct to pay your balance http://www.auctiva.com/account/payment.aspx
(this link can always be found on this page MyAccount/Settings/Insurance- http://www.auctiva.com/account/inssettings.aspx# )
Since in your case, the sales transaction isnt showing up, you would need to open a support ticket and they can help you with getting them to show up and purchasing insurance.
To open a support ticket, in the top right corner of every page is a small green bar that says "Help | Community | Refer a Friend" (note, some of the links may differ on other pages, but the help is always there).
Just click "Help" and then scroll all the way to the bottom of the page that opens. You will see two links, one for opening a support ticket and one for checking the status of your support tickets. Also, make sure to add auctiva.com to your allowed list for email spam filter.
Hope this helps