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In this video, Mark Lockhart discusses the process of filing insurance claims and effectively working with claims adjusters. He emphasizes that whether you contact an independent or direct agent, you'll be dealing with a claims adjuster who is responsible for managing your claim. The adjuster's primary role is to verify your coverage and facilitate a smooth claims process, ultimately aiming to get your vehicle repaired or replaced efficiently. Lockhart highlights that insurance companies have an interest in resolving claims quickly, as delays or customer loss can be costly for them.