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In this tutorial, Mark Lockhart explains the process of filing insurance claims and effectively working with claims adjusters. He highlights that whether you contact an independent or direct agent, you're ultimately speaking with a claims adjuster, whose job is to facilitate your claim smoothly. Their responsibilities include verifying your coverage, ensuring it's adequate for the claim, and expediting the process so you can get your vehicle repaired or replaced swiftly. Lockhart emphasizes that reputable companies aim to resolve claims quickly, as delays or losing customers costs them more. The overall goal is a seamless experience for the policyholder.