I tend to agree with you, but the OP specifically laid out a method of sending an email as a supposedly better way to get action from the airline. I did call AA and got nowhere, so I figured an email might in this case work better (as others have been reporting).

I also got nowhere with trip insurance paying us back for the flights, since they said that the airline has offered a change of dates and therefore the trip is not technically "cancelled." This is why, in my estimation, trip insurance is generally a rip-off. They will always find some loophole to avoid paying a claim.

Glad your interaction with Delta worked out...it seems it may depend on airline, status with that airline, and even which agent handles the case.