Appalling incident management and accountability

I encountered an incident while shopping at the Waterfall Corner store and after a week of no assistance, their Customer Escalation Specialist indicates that their Public Liability Insurers have requested the doctor’s bills and doctor’s report noting that this request for further information should not be construed as an admission of liability on our part.

My question to @Woolworths Holding Limited is the incident happened within the store so who should be reliable???