I agree that requiring people to explicitly request refunds that they are owed is not the most customer friendly. However, since people with 2020 park hoppers can use those tickets until 9/26/21, Disney can't just refund all the hoppers because people might want to hold onto them and use them next year.
I suppose that, if they wanted to, they could trigger an automatic refund if you actually use your tickets while hopping is suspended, but that would involve getting the ticket systems and the billing systems talking to each other in a new way, and Disney may not think that it's worth the development effort to address a temporary issue.
Right now the only official policy says to contact Disney for you refund options.
https://disneyworld.disney.go.com/experience-updates/parks/#modifications