Lack of maintenance

We moved into our new home a year ago. A couple off months we did start to repaint the house and did some upgrades to our home. I did notice a water leak after some heavy rain and storms. I went and seal the roof and after that we wanted to start to paint the roof. Thats when i noticed a bump on the far corner of the roof. I called ooba and lodged a claim. Two weeks went by and i phoned to ask about the claim and they said it was rejected due to LACK OFF MAINTENANCE. We only moved in recently so how can it be my problem that the owner before me did not do maintenance. I did put in a despute and got roofing guys to check the roof. He did his report and it was sent to Ooba and they rep**** again after i told them we only moved in a short while ago its LACK OF MAINTENANCE. Can someone explain to me the reason for this