Where to start and what to do
When a loved one passes away, the thought of dealing with banking processes and estates can be daunting. To help you out, we’ve outlined the best places to start.
If your friend or family member who has passed away holds a NAB account and if you're a representative of their estate, inform us as soon as you can and we’ll help make sure their accounts are protected.
It’s important to look after yourself at this time too. The grieving process is different for everyone, so please don’t hesitate to reach out for support if, and when you need it. Talk to your GP (for help with grief counselling), or check out our Customer Care Kit.
Step 1: Gathering information for us to help
To help us find your family member or friend’s records, we’ll need the following information:
Family member or friend’s details
- Full name
- Date of birth
- Date of passing.
Your details (so we can reply to you)
- Full name
- Your relationship to your family member or friend
- Your residential address
- Preferred contact email address
- Daytime telephone number
- Preferred contact method (mail or email).
Step 2: Getting in touch with us
Once you’ve got all the necessary information ready, get in touch with us. You can visit your local branch, or contact us online.
Things to remember
- You’ll need to lodge a Deceased customer notification form online. Once you've completed the online form we’ll get back to you to confirm the next steps.
- We can only share account information with the estate executor, administrator, or next-of-kin. See How to manage the details of a deceased estate for the documents we'll need to release this information.
- If you don't have the documents, call NAB Bereavement Support on 1300 911 451 to discuss your options
- If you’re a solicitor representing the estate, notify us in writing (via mail or email) to request the relevant account information.
Step 3: Notifying the right people and organisations
It can be difficult letting people know that a loved one has passed, especially when you're experiencing grief and loss. If you don’t feel ready to do this yourself, you can always ask a friend to help out.
- Relevant government bodies including Medicare, Centrelink, ATO, Australian Electoral Commission, Child Support Services, Veterans’ Affairs, local council, local Post Office and the local library
- Utilities and housing-related contacts including water, electricity, gas, internet, phone and landlord/tenants
- Other financial organisations and insurance providers including superannuation funds and funeral bonds providers
- Vehicle registration and licensing authorities.
Organisations you should contact
It’s important to note that shares and superannuation are dealt with separately by the executor, or next of kin (this could be NAB Shares or NAB Superannuation).
Step 4: Paying for the funeral
If your loved one is a NAB customer and you're a representative of the estate, you can ask us to pay for the funeral service straight away from their bank account.
When you send us the funeral tax invoice or receipt, we'll make the payment on your behalf. If there aren't enough funds in the account, we’ll make a part payment with the money available.
To find out which funeral expenses are covered, give NAB Bereavement Support a call on 1300 911 451.
If you've already paid for the funeral and would like to be reimbursed from the estate funds, you'll need to provide:
- A copy of the paid invoice
- Your preferred payment details:
- Electronic fund transfer (name, BSB, account number and receiving bank name)
- Bank cheque (name to go on the cheque; this can sometimes take up to 5 business days from the time we send the cheque)
Things to note
Reimbursement can only be paid to the person listed on the receipt of payment.
We can either generate a cheque directly to the funeral director or reimburse the person who paid for the funeral account in regards to the deceased (we will require the receipt that is in their name).*
*Please note this is generally the executor or family member, however we do get friends and other family members paying for this on their behalf.
Please Contact us to arrange this.
We're ready to help
Once you’ve let us know, you can learn how to manage a deceased estate.