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The role of a claims representative is fundamentally centered on managing the claims process and serving as a liaison between the insurance company and the insured parties. This includes being the primary point of contact for individuals who have filed claims, ensuring that they receive the necessary support and information throughout the claims process.

By serving as this primary contact, the claims representative helps facilitate communication, addresses concerns, and provides updates to the insured. This central role is crucial as it helps the insured understand the status of their claim, what documentation may be needed, and the overall timeline for resolution.

In contrast, the other options do not accurately reflect the comprehensive responsibilities of a claims representative. For instance, handling only high-value claims is too narrow, as claims representatives deal with a wide range of claim types, not just the most valuable. Creating new insurance policies falls outside their purview, as this task is typically handled by underwriters or sales agents. Lastly, focusing exclusively on litigation cases misrepresents the general scope of their responsibilities, which include managing various types of claims that may or may not result in litigation.

Overall, the primary contact role underscores the claims representative's essential function in the insurance process, emphasizing the importance of communication and support for insured parties.