Bad service

I had an accident on Friday 2nd April, when I called dial direct I was told they don't do claims on holidays or weekends I was told. Furthermore when I called again I was told to get my car fixed and send the invoice. I did that since I was in the middle of nowhere. I sent them emails of the policy number & invoices I paid my email notification shows delivered but today the 6th April they claim no emails were received from me. And besides my efforts to contact dial direct they will never ever call you back unless you want to take out insurance with them. They are never late to collect their debit order but they don't work on long weekends does that mean we shouldn't drive on long weekends or holidays? Can they help me with the same breath that they debit my account with