During the recent storms my felted garage roof was damaged.
Being very short of cash I decided to claim through the house insurance. The surveyor came round, took a few photos of the roof and said we will let you know in a couple of days.

After a few days I received this response:

"The cause of the External breakdown/loss is considered to be the result of: Roofing - Gradual process loss (wear & tear)"

So basically they are not paying out.

I phoned the insurance company up so they could explain a bit more.

There response was: "The roof was not properly maintained and would have blown off at any time".

Me: "so your saying that if it was properly maintained, it
wouldn't of blown off?

Insurer: No

Me: So why do I need insurance then?

Insurer: I case anything happens, such as a fire, flooding or wind damage.

Me: But my roof blew off!

Insurer: Yes it did but it wasn't properly maintained.

Me: "so your saying that if it was properly maintained, it
wouldn't of blown off? BLAH BLAH BLAH

I think you get the message and my rant is over.

Just like to know if anyone else has had similar issues with a certain insurance company called Esure

Standard insurance company procedure to try to wriggle - read your policy document, then (assuming it covers storm damage), repeat your claim.

Your approach might be that flat roofs don't need maintenance - they either work or they don't. You accept that they need periodic replacement, but the fact that your roof wasn't letting water in is testament that it was "properly maintained"

When was the roof last re-felted?

You might want to try arguing for the depreciated value depending on when it was last renewed. You can't really expect a new roof (anymore than a new for old car from motor insurer). But you would expect a felt roof to last 20 years. Possibly more if was better grade say SBS felt. Therefore you might get the balance of the cost if it was under 20 years, but you'll have to argue the toss for this.

As Nigel says it's standard insurance company procedure. They are paid on bonus/commission basis to avoid claims not pay out on them.

I'm a surveyor by trade and you're right - there's really no need for any maintenance of a felt roof, bar the obvious if it's leaking. The days of applying solar reflective paint and rechipping are long gone.

Argue the case.

Quite often you can get a second opinion/survey - plus if you have proof of recent work completed.

Having worked for a firm that dealt with surveys on some of the mainstream insurance companies behalf, claimants that kicked up a stink as a result of a declined claim would be offered a more detailed 2nd survey or they would simply pay up and settle the claim... During storms they would have 100's of claims coming through.. It was like a conveyor belt of declines.. I would be having many lengthy conversations about roofs that I had zero experience in dealing with.

Ask to see the detailed report including pictures... I bet there is very little information available to the insurance company.