People may have expertise in a specific area. If what you need is not in their area of expertise, you could be ill advised. Most printed material now available is very much in the benefit-insurance language style that leaves people confused. That is why we are working to develop better material. You have independent family members who have specific ways that they are to be interacted with, which may change.
Benefits are that way.
If you try to make common sense of benefits you'll never understand them. It's a matter of just learning the rules, taking notes, figuring out what applies to you and what doesn't apply to you. Just because a benefit exists does not mean that it is one that you will need, or that you will qualify for. It varies from person to person. That's the difficult part that people have with them.