It can be 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.
There is also another way you can notify multiple financial services organisations of a friend or family member passing away. The Australian Death Notification Service, opens in new window is a new national service which enables you to select who you wish to notify, and it will issue an email notification to these organisations. This service provides secure online environment for you to notify multiple commonly used organisations at one time.
Don't forget about your wellbeing
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 identify 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. 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 or tenants
- other financial organisations and insurance providers including superannuation funds and funeral bonds providers
- vehicle registration and licensing authorities
- merchant or service providers with which direct debits and recurring payments have been set up, such as gym memberships or recurring charity donations. NAB will cancel direct debits promptly once we are asked to do so, however you will need to arrange cancellation of the services themselves.
NAB is the provider of banking services such as deposit accounts and loans. If the family member or friend also had superannuation or a custodian for shares they owned, the executor or next of kin will need to deal with those organisations separately, even if they are within the NAB Group.
Our deceased customer notification form lets you tell us when a customer has died. It’s the first step in the process of finalising their affairs with us, and should be submitted by the customer’s next of kin or the estate executor.
We’ll need a certified copy of any one of the following documents:
- death certificate
- funeral notice
- medical certificate confirming date of death.
We’ll also need a certified copy of your photo ID, such as a drivers licence or passport.
Information on how to provide these documents will be provided after you submit this form. If you don't have these documents, please call us on 1300 911 451 to discuss your options.
We are committed to act on instructions concerning a deceased‘s account from a person named in a grant of probate or letters of administration within 14 days of receiving the necessary information.
Before probate or letters of administration have been granted, we can provide more limited assistance if we receive a copy of the death certificate, and a request from a person who meets one of the following descriptions:
- is identified as a next of kin in the death certificate (or another official document acceptable to us)
- is authorised by a will
- has applied for letters of administration.
We will (within 14 days) provide that person access to information about the deceased’s account (including information about direct debits, other recurring payments, and relevant ongoing fees), and/or receive a payment towards a debt owed to us by the deceased.
Where the customer had any direct debits or other recurring payments, we will provide assistance in managing the customer’s direct debits and recurring payments, in line with the Banking Code of Practice.
In particular, if we are asked to cancel any direct debit request affecting the customer's account, we will promptly process this. However, the service providers that are receiving the direct debits or recurring payments must also be contacted and asked to cancel their services.
Our service fee
Once we receive notice of a customer’s death, we will:
- identify any fees that are for products and services that can no longer be provided, or will not be provided, to the deceased’s estate
- stop charging those fees
- if any such fees have already been charged since the customer’s death, refund those fees
- act on instructions concerning a deceased’s account from a person named in a grant of probate or letters of administration within 14 days of receiving the necessary information.
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 five 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
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
NAB Assist - 1800 701 599
NAB Share Registry - 1300 367 647
Business Banking - 13 10 12
NAB Broker (previously Homeside) - 13 22 18
Ubank - 13 30 80
Other helpful contacts
Australian Death Notification Service (ADNS) online resources
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.
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.
The closest living relative of your family member or friend.
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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.