What happens if a customer loses their phone — how do they protect their identity?

If a customer loses a mobile device along with their SIM card, they will typically request a new SIM from their MNO and get a new device. In this case, their experience is identical to a customer who has received a new SIM for other genuine reasons.
There is an opportunity for someone who finds themselves in possession of a lost or stolen phone to be capable of demonstrating ownership in this way, if the SIM has not yet been deactivated. However, device security — such as PINs, biometrics, and automatic locking — can help to prevent such opportunists from accessing the phone.
Ultimately, if a fraudulent actor finds themselves in possession of a SIM card that is active, they can put it to bad use — like any other security solution, tru.ID cannot prevent physical loss. We emphasise the importance of good personal security practises for all individuals, and encourage users to take timely action to contact their MNO if their device is compromised.