Cancelled insurance showing as unpaid for over a year

I had a Santam car insurance which was cancelled in 2017. My credit record is showing this as an unpaid account for over a year. I followed up with Santam last year November but i didn't receive any response. I followed up again this year march and i was told my query has been escalated. To this date i haven't received any feedback from Santam and this is impacting my credit record as i cannot get any credit because of this.