Poor service and negligence

My mom had an accident on 02/12/2023 at Pick N Pay Boulders shopping center in Midrand where she slipped and fell. There was cake cream on the floor that had not been wiped and no wet floor sign on the area where the cream was spilled. She was then advised that as part of the claims process she would need to go to the Dr and get a medical report of the extent of her injuries which she did and was told that she would be refunded her consultation fee yet to this day she is still waiting. There has been a back and forth of unclear communication between the store manager and head office where my mom spoke to a lady by the name of Lorraine from head office, who has failed to this day to provide any clear feedback or communication for that matter as to what the next step in the claims process is. My mom has been going to the store but not getting any constructive feedback instead it's just excuses and pointing of fingers. Can PnP please refund my mom's money that she used for medical costs all thanks to the store's negligence and be so kind as to communicate with her as a customer that got injured in one of your stores.