some actions absolutely cannot be fixed. if it's something broken, or money lost, or a slight you can get over, yes they need to do more because they can, and it would help you.
if someone's dead or maimed or your house burned down or years of your life wasted, they can't do any more than say they're sorry. sad but true.
Sometimes, that is all one can do, though, especially in consoling someone. You don't know how it feels to go whatever they are going through. Maybe a hug as well, but seriously, I don't expect anyone to "fix" a situation for me. "I'm sorry", is sometimes all that person can offer me. At least they tried to offer condolences or an apology, depending on how you see it.
That's true. Now THAT, I don't think is right.
The only conclusion I have been able to come up with is: they think their words are sufficient and their actions are overlooked.