don't know the answer to a question. I was trained as an educator, and although I only taught classes only for two years, and that was on the university level. In claims, talking with an insured or a claimant or anyone else, I've always been taught that if you don't know the answer, tell the person that you don't know the answer and that you will get back with them. And make sure you get back with them in a timely manner, not the next day, not a week later, but within so many hours. Always explain that you don't know the answer, but you will find an answer. And get back with them, and always get back with them as you promised.