Splitting of medical scheme

Bestmed confirmed that me and my husband should have our own Medical Scheme profiles now that we are divorced. I app**** to keep the current membership as I am the main member. I app**** for this split to take place on 19 July and also attached an application form for a new membership for my ex and the children. We have been members of Bestmed of a few years. They are still members for that matter. <br> I received a sms to confirm I am now the only member on my profile and that the 3 dependents have been removed. But now they are not covered at all!! If anything happens to them after the 1st of August they will not be covered. We have been paying customers for 3 years - how can the rule exist that divorced couples may not be on the same profile but not have a system in place to split the profile in two without leaving half of the members uncovered! No one at the call centre can help. Transferred me from one to another. Say it takes 7 working days to process and it is still being processed...