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In this video, Mark Lockhart explains the process of filing insurance claims, whether for vehicle or home damage. He emphasizes the role of claims adjusters, who work for independent or direct insurance agents. The adjuster's responsibilities include verifying coverage, ensuring the claim is processed smoothly, and helping to get repairs or replacements done quickly. Lockhart highlights that reputable companies aim to resolve claims quickly, as delays can lead to customer loss and increased costs. The focus is on making the claims experience as straightforward as possible for the customer.