Bonitas medical aid

Both myself and our broker have been trying to get the medical aid to have to things registered as chronic, my Disabled son was a dependent on my medical aid but we have asked the medical aid to have him on his own medical aid and that he is a main member, everything should stay the same except the member code, well this is not, ,my son is using catheters and that was chronic now been on his own they did not put that down as chronic, i have been emailing and phoning with no help, i am with my hands in my hair as his catheters was only covered for 3 weeks a month and is almost R 4000k they now only covers half of that, why is it so much to ask to have a duplicate file with just a new member number