It can be really difficult when a family member or friend passes away. If you're a representative of their estate, these four steps can help guide you through this difficult process.

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 you’re a representative of the estate of a friend or family member who has passed away and they held a NAB account, inform us as soon as you can. 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
  • Address
  • 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 below. 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.

Here are a few of the organisations and providers you may need to contact:

  • 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. Remember, we will require a receipt in their name.

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 taken these first steps, read about the next steps to managing a deceased estate.

Ways to contact us

Bereavement Support

We're here to help in any way we can. Reach out to our Bereavement Support team and we'll help guide you through your next steps.

  • Call NAB Bereavement Support on 1300 911 451
  • Send us an email at: NAB.Bereavement.Support@nab.com.au
  • Visit your nearest branch
  • Send us a letter including your family member or friend's full name, date of birth, date of death, address and bank details (if known) to the following address:

    NAB Bereavement Support
    GPO BOX 2067
    Melbourne Victoria 3001

Additional NAB services

If your loved one had any accounts with the following NAB services, you’ll need to contact them separately to finalise the accounts:

NAB Insurance - 13 22 95

NAB Cash Manager - 1800 036 171

NAB OnLine Trading - 13 13 80

Customer Care - 1800 701 599

National Australia Trustees - 1800 036 172

NAB Shareholder Services - 1300 367 647

NAB Business accounts - 13 10 12

NAB Broker (previously Homeside) - 13 22 18

Ubank - 13 30 80

MLC - 13 26 52

You can also contact MLC Trustee Claims if you're unsure if your family member or friend held an insurance policy or had superannuation with MLC.

Glossary

Executor

Person(s) chosen in the will to make sure all things noted in the will are distributed as per your family member or friend's request.

Administrator

Person(s) chosen by the Supreme Court when the executor chosen in the will doesn't accept their role or there wasn't a valid will. The administrator deals with the assets (estate) of your family member or friend.

Next-of-kin

The closest living relative of your family member or friend.

Important information

The information contained in this article is intended to be of a general nature only. It has been prepared without taking into account any person’s objectives, financial situation or needs. Before acting on this information, NAB recommends that you consider whether it is appropriate for your circumstances. NAB recommends that you seek independent legal, financial, and taxation advice before acting on any information in this article.

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NAB Bereavement Support

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If you're overseas call +61 03 9208 5577