I called for an annual review but my access had to go up for my premium to go down which doesn't make 6to me

I called for an annual review but my access had to go up for my premium to go down which doesn't make 6to me .I also inquired about access waiver and i was put through a scratch and dent department buy the lady who helped and when i told them to put me back to my insurance department the lady then said she does not know anything about access waiver