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In this video tutorial, Mark Lockhart explains the process of filing insurance claims and working with adjusters. He emphasizes the simplicity of filing a claim, whether through an independent or direct agent. When you call for assistance, you will speak with a claims adjuster, whose primary responsibility is to facilitate a smooth claims process. Their goals include verifying your coverage, ensuring it is appropriate for the claim, and efficiently processing the claim, whether it involves fixing or replacing your vehicle and issuing a check. Lockhart highlights that insurers aim to avoid losing customers and minimizing delays, as these situations are costly for them.