On 13 November 2026, US local time, the Federal Aviation Administration (FAA) issued a nationwide ground stop for US airports following a communications issue affecting air traffic control centres.
Travellers flying to, from or within the United States may experience delays, cancellations and missed connections. The effect on individual flights will vary. Please check directly with your airline or travel agent before travelling to the airport, including the status of any onward connections.
Monitor SafeTravel’s US flight disruption update, SafeTravel’s United States travel advice and FAA operational updates for further information.
Preliminary information regarding the assessment of claims for cancellation, disruption and delay of scheduled travel arrangements is provided below.
Go Insurance New Zealand is treating this disruption as a known event from 10 am NZDT on 14 November 2026.
Policies and trips arranged before 10 am NZDT on 14 November 2026
The following information applies to Single Trip policies purchased before this time and trips booked under Annual Multi-Trip policies before this time.
Having insurance and travel arrangements in place before this reference time does not automatically establish cover. Any claim will depend on the circumstances giving rise to the loss, the timing of your insurance purchase and travel bookings, the cover selected and the applicable policy terms and exclusions.
1. Disruption experienced post-departure
If you are already travelling and your arrangements are affected, contact your airline or travel agent first to discuss rebooking, refunds and any assistance available.
Depending on the circumstances, a claim may require assessment under Section 1 – Cancellation & Curtailment or Section 10 – Delayed Travel and Missed Connections. The relevant cover must be included in your policy.
Section 10 includes benefits for certain additional expenses where scheduled public transport is delayed by at least 12 hours, or a qualifying pre-booked connection is missed. However, meeting a delay threshold does not, by itself, establish cover.
The policy contains exclusions relevant to technical or operational disruption and to the withdrawal of aircraft from service on the recommendation of an aviation authority. Their application depends on the circumstances of the claim. Please contact Go Insurance New Zealand before relying on your policy to meet additional costs arising from this ground stop.
Take reasonable steps to minimise your loss and seek available refunds or reasonable alternative arrangements from your travel providers. Keep:
- Your original bookings and scheduled itinerary.
- Written confirmation from the airline of the cause and duration of the disruption.
- Details of refunds, credits, assistance or alternative arrangements offered.
- Your revised itinerary and receipts for additional expenses.
The same loss cannot be recovered more than once.
Automatic policy extension
If you cannot complete your trip before your insurance expires for reasons beyond your control, the automatic extension provision in the applicable Policy Wording may keep your policy in force until your trip is completed, for up to a further 21 days without additional premium.
An extension of the policy period does not automatically provide cover for additional accommodation, meals or travel expenses. Those expenses remain subject to the relevant benefits, conditions, limits and exclusions.
2. Disruption experienced pre-departure
If you have not yet departed, check your flight status and discuss your options with your airline or travel agent before cancelling or changing your arrangements.
Section 1 – Cancellation & Curtailment requires a qualifying insured event and is subject to exclusions. The fact that a flight is cancelled or delayed, or that an aviation authority has issued a ground stop, does not automatically mean that cancellation or amendment costs are covered.
Similarly, a delay of 12 hours or more does not automatically entitle you to cancel your entire trip and claim its cost. Any potential benefit under Section 10 – Delayed Travel and Missed Connections is subject to that section’s requirements and exclusions.
Contact Go Insurance New Zealand before cancelling your trip or paying for significant replacement arrangements you intend to claim. Seek available refunds, credits or rebooking options from your travel providers and retain their written responses.
Policies and trips arranged at or after 10 am NZDT on 14 November 2026
The following information applies to Single Trip policies purchased at or after this time and trips booked under Annual Multi-Trip policies at or after this time.
Travel insurance provides cover for specified unforeseen events. Policies contain restrictions relating to circumstances that were already known, had started or had been announced when insurance was purchased or travel was booked.
Claims arising from the known consequences of this US air traffic control disruption are anticipated not to be covered where the applicable known-event exclusions apply.
This may also affect a trip booked before the reference time where insurance was purchased at or after that time. For Annual Multi-Trip policies, the date the affected trip was booked is relevant as well as the date the policy was purchased.
Each claim will be assessed against the actual cause of loss, the relevant dates and the Policy Wording. This alert does not invalidate your entire policy. Unrelated insured events remain subject to the normal policy terms, conditions, limits and exclusions.
General note
No two claims are the same. This advice is general in nature and provides a preliminary explanation of how claims may be assessed. It does not guarantee cover, amend your policy or determine the outcome of any individual claim.
Claims are assessed on their individual merits under the Policy Wording applicable when your policy was purchased, together with your Certificate of Insurance, selected benefits and any applicable endorsements.
Please continue to monitor updates from your airline, travel agent and other travel providers.
Frequently asked questions
Need assistance?
Claims enquiries:
Email: claimsnz@goinsurance.co.nz
Within New Zealand: 0800 082 647
From overseas: +64 9 886 8484
Our customer support team is based in Brisbane. Business hours are Monday to Friday, 8:30 am to 5 pm Brisbane time.
24-hour emergency assistance while travelling:
Telephone: +64 9 918 2505
Email: sosnz@goinsurance.co.nz
Visit our contact and emergency assistance page for further information.