Can I expect a pay-out?

SKS_3

My bathroom ceiling fell in, and I wonder if it is normal to get money towards having it fixed? It seems to have happened because of water leaking in from somewhere on the outside, but as it's top floor of the building, I am not able to check. The building is old and is just now being repointed etc, which is why I am claiming now (rather than before Christmas when it happened). No idea when it was last done, as I've only owned the flat for two years.

There is more water damage on other walls/ceilings in my flat - can the insurers say it's wear and tear and refuse to pay?

They are making it so difficult to claim, and I find the whole thing such an uphill struggle! First they said I didn't need any estimates, though now they are saying they need two written estimates and for the builder to describe what has happened.

S.