Worst Service I have ever had

I was involved in a Car accident on the 21/12/2015 and I called my insurance company to inform them about however the lady I spoke to told me that Claims dept are closed she said she sent them a email to call me back the following day and that they would call me first thing in the morning by 10am I called them as they still did not call me back, I then had to send Pictures of the damage on my car and I did that immediately and I then received an email telling me they received it I called them today 28/12/2015 to ask them whats happening are they going to pay or what they told me they can put me thru to the claims dept as they are to busy today. i had to explain to them whats wrong. They then told me they would only be able to tell me whats going to happen on to my claim on the 04/01/2016 does it take them 7days to be able to tell me are they going to pay or not??????