I called my insurance agency regarding my dental policy for my daughter. The person I talked to says, "Oh we don't have information on that. You need to talk to this department." and transferred me. Then I talked to someone in that department and they directed me back to the first one!
By the time you get to the person you needed to talk to ---- you forget what it is you wanted to know.
Which was their plan all along because they simply don't know how to answer your questions. Insurance people especially are good at that because they don't want to pay out whether you're entitled to the money or benefits or not.