How to notify us and what we’ll do

Notify us of a deceased customer

  • How to notify us using the Australian Death Notification Service

  • How to notify us using our Deceased Customer Form

  • How to contact our bereavement team

  • More information and resources
Learn how to notify us of a deceased customer

After you’ve notified us of a deceased customer

  • We’ll identify and preserve accounts

  • We’ll identify any fees that shouldn’t be charged, refund them and stop charging those fees

  • We’ll identify and verify who has authority to access the customer’s account or loan details

  • We’ll provide information about the accounts including ongoing fees, direct debits and recurring payments

  • We’ll finalise the accounts
Find out what happens after you’ve notified us of a customer passing

What happens to a deceased customer’s accounts

  • What happens to solely or jointly owned accounts 

  • What happens to credit cards and home loans

  • How long the process takes

  • Repayment support
Check what happens to a deceased customer’s accounts

Support and resources

Get support and find other helpful resources. 

Other support you might need

You may need to pay expenses for funeral arrangements or open an account for the estate if it’s complex. 

  • Depending on the value and complexity of an estate, it may take some time to work through the process.

    In the meantime, funeral expenses can be covered up to $15,000 using available funds in the deceased customer’s account. Please contact our Bereavement Services team on 1300 911 451 (Monday to Friday 8:00am to 5:00pm (AEST/AEDT)) to assist with this.

    Make sure you have the following documents and information when you make this request:

    • Certified copy of the funeral invoice/receipt issued in name of the person making the request for payment.

    • Proof of your identity – certified copy of Government-issued photo ID such as a driver’s licence or passport, or your NAB account details if you are an existing NAB customer. 

  • You may need to open an account for the estate if the estate is complex, for example there’s multiple beneficiaries or assets need to be liquidated, or where an account is needed to clear cheques made out to the estate. You can only do this if you’re an Executor or Administrator.

    You can open an ‘Estate of the late’ account at any NAB branch or through your NAB Business or NAB Private banker.

    To open the account, you’ll need to provide:

    • an original or certified original copy of the Will and Grant of Probate (if the deceased left a Will).

    • an original or certified original copy of Letters of Administration (if the deceased did not leave a Will).

    • proof of identity for all Legal Personal Representatives – certified copy of Government-issued photo ID such as a driver’s licence or passport, or your NAB account details if you are an existing NAB customer. 

Get in touch

NAB Bereavement Services

Monday to Friday, 8:00am to 5:00pm (AEST/AEDT)

1300 911 451

If you're overseas call +61 3 8903 9992

Visit a NAB branch

Visit your nearest NAB branch to speak to us in person.

Find a NAB branch

Important information