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In this tutorial, Mark Lockhart explains the process of filing insurance claims and working with adjusters to achieve favorable outcomes for vehicle or home damages. He emphasizes that whether you contact an independent agent or a direct insurer, you'll interact with a claims adjuster. Their primary responsibility is to facilitate a smooth claims process by verifying your coverage and ensuring you receive appropriate compensation, whether it involves getting your car repaired, replaced, or receiving a check. Lockhart highlights that efficient customer service is crucial for insurers, as delays or customer loss can be costly for them.