Not upholding their own policy, unfair service

To whom it may concern, My name is Lulama Nobanda and I've been patiently waiting for a phone from your insurance for over 3-4 months, it took about a month for it to be approved , upon receiving the new device on a Friday it started giving me problems within the first week and returned it within the first week the next Friday but was told that it was a day late and would be treated as a broken phone which I accepted as the policy and waited for the maximum of 6 weeks, its been more than 2 months now and find it unacceptable how I was fined for late submission but there are no consequences for your monthly delays to your OWN policy. Now I have changed my preference for the phone I got, willing to pay the excess fee but was told about how it doesn't work with the policy. After waiting for so long it would be illogical for me to be paying my own money on a phone that I don't want just be irritated and unsatisfied. I've been more than patient and understanding but i'm sure you can see my frustration. I hope that you value our customer relationship which had brought me much disappointment thus far or ill be forced to complain to the Ombudsman.