BA625

I called Guardrisk insurance on Monday 29th of November 2021 for a car insurance claim. I was told that an assessor would be on site no later than Wednesday 1st of December. I've been told by the person dealing with the matter that they're off in the coming days and won't be able to provide any feedback. I'm stranded without transport, and this is costing me a lot of money especially knowing that I have a courtesy car option. I don't understand these delays that no one communicates, is this the service I'm paying for?