thatch roof

I had my thatch roof burn down maybe 12 years ago. standard bank insurance replaced it with a company of their choosing. well here I am 12 years later and my thatch is falling down. I had a great company come out to give me a quote and they couldn't believe that the company that standard bank sent out put in the wrong size supporting polls. thatch's usually have a 15 to 20 year life but because the people that standard bank sent to replace it was trying to cut corners and make more money out of the deal mine is falling down.. I've sent standard bank over 5 emails and a report saying what the fault is but they don't come back to me or care. I find they will fight when you miss a payment but when something is clearly their fault they just don't care to reply or replace.