That is usually the cleanest stage for a cancellation or refund question, because pre-travel requests are often simpler than mid-trip requests. If nothing has happened and no claim issue exists, support can usually assess the request more clearly.
You should still avoid assumptions. Explain whether the trip was cancelled, postponed, replaced, or simply not started yet. There is a difference between choosing not to travel and being unable to travel for an insured reason.
Clear timing is the strongest thing you can provide here.