In an industry where customer expectations are rising and technology is reshaping every touchpoint, Assurant’s Philip Maltby is leading the charge to modernise vehicle repair services in New Zealand. As Auto Repair Network Manager, Maltby is redefining how automotive repair support is delivered, making it faster, simpler, and more customer focused.

With more than 24 years of experience in the automotive sector, Maltby brings a combination of technical depth, strategic insight, and operational leadership. Today, he’s applying that experience to build a trusted, responsive, and high-performing network of approved repairers that supports Assurant’s policyholders when they need it most.

“There are certain things in life we must do, no questions asked. But time brings change, and with change comes the chance to question how and why we do what we do. Often, the simplest way is not only the easiest, but also the best,” says Maltby.

A Career Built on Service Excellence

Originally from the UK, Maltby relocated to New Zealand in 2014 and quickly became a key figure in the local automotive landscape. His tenure at Inchcape Automotive Distribution NZ, representing brands like Subaru and KGM, saw him rise through the ranks from Warranty and Service Development Specialist to National Customer Lifecycle Services Manager. 

Expertise in Auto Repair Network Strategy

At the heart of Maltby’s work is a deep understanding of repair network management. He has successfully:

  • Established and optimised dealer and repair networks, ensuring coverage, capability, and compliance
  • Led warranty transitions to meet international auditing standards
  • Introduced new systems and dealer portals, streamlining operations and improving data integrity
  • Managed vendor and third-party logistic relationships, driving quality and accountability
  • Directed EV readiness planning, helping networks prepare for the future of mobility
  • Coordinated national recall programs, ensuring legal and regulatory compliance
Maltby works closely with repairers, internal teams, and strategic partners to ensure that every part of the network is aligned with Assurant’s goals and with the expectations of today’s customers.

“I want the network to earn trust because a truly great service and product is one that leaves the customer feeling confident, informed, and cared for,” adds Maltby.

Furthermore, his efforts are aligned with broader industry trends, including the rise of electric vehicles, increasing regulatory scrutiny, and growing demand for digital service experiences. Maltby’s ability to navigate these changes is a key asset for Assurant as it continues to grow and evolve.

Simplifying the Complex for Customers

Maltby’s leadership is driven by a passion for making the complex simple. He challenges legacy processes and outdated systems, focusing instead on what truly matters: delivering fast, reliable, and empathetic service when customers need it most. His philosophy is rooted in customer first thinking.

This mindset is important in the automotive repair space, where customers often engage with repair networks during stressful moments, such as when their vehicle breaks down. Maltby’s goal is to ensure that these experiences are as smooth as possible.

Positioning Assurant as a Market Leader

Assurant is positioning itself to become New Zealand’s best in class motor breakdown insurance provider. Maltby’s work directly supports the company’s commitment to delivering a more efficient, effective, and enhanced service to customers. In a world where service matters more than ever, that makes all the difference.

By building a network that meets technical standards and delivers meaningful support to customers, Assurant is committed to setting a new benchmark for service excellence in the automotive insurance sector.