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In this video, Mark Lockhart explains the process for filing insurance claims and effectively working with claims adjusters. He emphasizes that whether using an independent or direct agent, the claims adjuster is responsible for managing the claim. Their main goal is to ensure a smooth experience by verifying coverage and providing timely resolutions, such as fixing or replacing a vehicle and issuing checks. Lockhart highlights that reputable companies prioritize customer satisfaction and swift claim processing, as delays or customer losses can be costly for them.