East Rand Mall lack of concern or response on slip,trip and fall incident/injury

My mother fell at East Rand mall on the 16th of May 2018. We contacted the mall to report the injuries she sustained (soft tissue damage to the left foot, and left shoulder). Her doctor's note and X-ray reports were sent through and that was it. We received no further response. Then I sent a mail to the Mall management asking what was going on because my mom was still in pain, she had to take off work due to her injuries, and had exhausted her medical aid in the process. We got a response requesting the documents again and ensuring us that the tiles in the mall were to standard, and that the insurance would contact my mom. No one has contacted her, let alone asked her how she was doing. The lack of concern or response from such an 'reputable' place is astounding. I understand that insurance companies take time getting the necessary information and documentation, but some feedback would be really nice, as I said, my mother has exhausted her medical aid, and she is still in pain, and cannot walk properly still.