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Twaha Kibirige

@twahakibirige

Claims Handler at Plan Group, resolving complex insurance cases across three brands and managing claims through to resolution.

United Kingdom

Message

At Plan Group, I manage insurance claims across Yellow Jersey Bike Insurance, Pedal Cover and EAVi, each with its own policies and customer requirements. I take cases from initial notification through to resolution, working with customers and repair partners.

At Halfords Group, I led a team of 20+ colleagues and achieved top-50 national KPI performance out of 320+ stores. I also developed operational systems for workflow, scheduling and reporting.

My experience also includes coordinating sensitive workflows at Great Ormond Street Hospital and handling warranty operations at Sigma Sports and Specialized UK. At Sigma Sports, I led product recall activity and mentored junior team members.

Experience

Work history, roles, and key accomplishments

Current

Claims Handler

Current

Plan Group

Sep 2025 - Present (1 year 2 months)

Manage insurance claims across three Plan Group brands, acting as primary contact for customers and repair partners, resolving complex cases and ensuring SLA compliance.

Claims Management Customer Service SLA Compliance Salesforce Freshdesk Microsoft Office Google Workspace

Homecare Administrator

Great Ormond Street Hospital

Jul 2023 - Sep 2025 (2 years 2 months)

Coordinated sensitive and time-critical workflows across clinical, logistics and administrative teams, implementing process improvements to reduce delays and improve efficiency.

Workflow Coordination Prioritization Reporting Process Improvement Stakeholder Communication

Rider Care Assistant

Specialized UK

Sep 2022 - Dec 2022 (3 months)

Supported riders across UK, Europe and global markets, handling technical queries and warranty cases, liaising with Quality Control and international teams.

Customer Support Technical Inquiries Warranty Management Quality Control International Collaboration

Warranty Administrator

Sigma Sports

Dec 2020 - Sep 2022 (1 year 9 months)

Managed end-to-end warranty claims for premium cycling products, led product recall activity, and mentored junior team members.

Warranty Claims Product Recall SLA Management Mentorship Supplier Relations

Store Manager

Halfords Group

Jan 2015 - Dec 2020 (5 years 11 months)

Led and developed a team of 20+ colleagues, achieving top-50 national KPI performance out of 320+ stores, and managed scheduling, workload allocation and customer escalations.

Team Leadership KPI Management Customer Experience Coaching Recruitment Scheduling Operational Systems