My mother fell at a Amtrak station while riding down the escalator. she had an injury to head and she also has severe arthritis

the amtrak station has 2 elevators for the disabled but there is no signs indication directions to those elevators. she surely would have used the elevators has she know they were available. amtrak has sent a letter to her requesting a copy of her ticket and doctor's statement and any expenses relating to the train ride. what can she expect or how should she proceed.