Tom Lyons , Chief Operations Officer of Plymouth Rock Assurance ’ s Direct Response Channel , discusses how an agile , creative approach has allowed the insurer to adapt its offering to a changing market

T oday , customer service is all about choice and innovation and the increasingly competitive insurance sector is no exception . Consumers want to communicate in the most convenient way for them , and they expect personalized service as well as products tailored to their specific needs . Across an increasingly demanding landscape , auto and home insurance carrier Plymouth Rock Assurance has stepped up to this challenge and adapted its offering to survive – and thrive . Tom Lyons , Chief Operations Officer of Plymouth Rock Assurance ’ s Direct Response Channel , has closely watched the changing industry over his 12 years at the company . He has observed key consumer habit changes and notes an important shift : consumers increasingly want the ease of doing business through a distribution channel of their choice . This is the very reason the Direct Response Channel for Plymouth Rock was born .