Prescribed debt not removed from Credit profile

I lost my job in 2021 during Covid and at that time i had a nedbank Credit card which i was paying, and i told them when i coudn't pay the account that i am not working, and i had an insurance on the Credit to cover in case of situations like this.

The consultant i spoke to said she will escalate and they will notify the insurance to pay up the account. I never received anything (Calls or emails) from them so i assuemed everything was sorted.

Now when i check my credit profile i see the account is still showing on my profile and it's accumulating interest.

Can i get the account cleared on my name as it is now more than 4years, it's prescribed debt now.