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Mark Lockhart discusses the process of filing insurance claims, focusing on vehicle and home insurance. He explains that regardless of the type of agent—independent or direct—when a claim is filed, the individual interacts with a claims adjuster. The adjuster’s role is to ensure the claim is processed smoothly, verifying coverage and facilitating repairs or replacements as efficiently as possible. Their aim is to minimize customer loss and delays, as it is more costly for companies to lose clients or prolong claims. The tutorial emphasizes understanding the claims process to achieve satisfactory outcomes.