Benefits can not be confirmed by main member of GEMS

When calling GEMS to confirm optical benefits for myself (main member) and my husband (dependent), I was informed that they can only confirm my benefits. My husband have to confirm his benefits himself. This is apparently new rules at GEMS. Why can't I confirm his benefits as main member? To phone from a cell phone to 086 numbers are extremely costly and the time spent to hold on to be transferred is not adding to make it easier.