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In this video, Mark Lockhart discusses the process of filing insurance claims and collaborating with claims adjusters to achieve favorable outcomes for vehicle or home claims. He emphasizes that whether contacting an independent or direct agent, the process begins with speaking to a claims adjuster, whose role is to facilitate the claim. The adjuster will verify coverage, ensuring it is appropriate for the claim, and aims to expedite the resolution, whether that involves fixing or replacing a vehicle or providing a check. Their goal is to provide a smooth experience, as delays or losing customers can be costly for the insurance company.