qr code to activate esim for replacement of stolen phone

Hi, my phone was stolen but the insurance kindly sent a replacement. I need a QR code to activate the sim as I don’t have my phone anymore.

I can’t call them because I have no sim, and can’t get the esim because I can’t call them. There is apparently no chat. It’s infuriating.

Have any of you been in the same situation? What did you do? It looks like I'll have to borrow a phone.