eSIM issuance

Here is the scenario:

Have an eSIM on Device 1. The device 1 is lost. Bought Device 2. Both are Apple phones.

Airtel is approached to provide eSIM for device 2. Airtel's response is to go the physical SIM activation route first and then it can be converted to an eSIM.

Question: If the person doesn't have a handset which has a slot for physical SIM, what should he/she do? Example: iPhone 16 Pro doesn't support physical SIM cards. Only eSIM. Does that mean Airtel can't offer connection service to someone whose first phone of life is eSIM only?