No joy in insurance claim for personal injury

I am writing this on behalf of my friend Janet Waggott who has no access to the Internet and is disabled and uses a walker. On 6th March 2019 she fell over cabling at a Samsung display in Canal Walk, resulting in a head wound. Luckily her son was with her and took her to the emergency room at the hospital. She was discharged the following day and paid the costs herself. Subsequently she contacted Canal Walk management ( Maryke Botha ) who, after much to and fro referred her to the exhibitors, Brand Alchemists who had set up the display on behalf of Samsung. Photographs and medical invoices were forwarded to Stanley Buckle who in turn forwarded the documents to Brand Alchemists on 26 April. Despite numerous email and telephonic communications Mrs Waggott has had no joy in reclaiming the medical expenses. She is only asking that her expenses be recuperated. It has been 2 months since the incident occurred.