[mothered]

Logically the specialist team in question doesn't see the account history; else they wouldn't need to ask these questions

They may use It to cross-check the account history during the claim's assessment.

How would you handle this situation?

In answer to question one: "Not to the best of my knowledge". As such, It doesn't mean the event(s) didn't take place, but rather your memory doesn't serve you correctly.

No need to answer question 2.