Peter ,..thank you for that ..This has been going on since August when we had torrential storms here in Norfolk and lots of local flooding The force of the rain broke our guttering and damaged the roof. They wont accept estimates from any builders (too expensive) and will only pay for the inside damage (leaky ceiling).They sent two roofers round who said it was wear and tear after spending all of ten minutes up there. Mr S. has insisted on a report from said roofers but I reckon they got a backhander from the insurance surveyor to say this so they don't have to pay out .Our patience is wearing a bit thin now so I think the Ombudsman is our next port of call.
Good luck with your search for a competent insurance company !