Collecting premiums using customer ID number

My Id number was used to open a funeral policy 22 years ago. When we phoned to enquire to close the funeral policy they advised that it might be a duplicate ID number and that they cannot close the policy as it is on the book for 22 years already. How can a insurance company use your name and ID number although the client notify them that it is **********. They referred us to a complaints email and refuses to close the account. I will give them until 2 weeks to resolve and then refer it to the Insurance ombudsman. I already notified their ***** line which the service provider advises will take 3 weeks to resolve.