What happens after you’ve notified us
Once you’ve notified us of a customer passing, we’ll provide you with a reference number that you can use if you need to contact us again or provide additional information or documents.
Please note: We’ll only email you a reference number if you’ve provided us with a valid email address.
We’ll then identify accounts, preserve the accounts and identify legal personal representatives.
We’ll identify your loved one’s accounts
We’ll check all accounts, services, signatory arrangements and guarantor arrangements across the following NAB Group businesses only .
- NAB
- ubank
- Advantedge
- nabtrade
- JBWere
- NAB Insurance
If you’re aware the deceased had a relationship with any of the following brands, please let us know and we will pass on that detail:
- HICAPS
- Medfin
We'll also confirm if the deceased held any Kogan Money credit card.
We’ll preserve or stop the accounts
We’ll preserve accounts by putting a stop on them. To stop any unauthorised actions on an account owned solely by the deceased we’ll:
- identify accounts held in the deceased name
- stop the accounts to debits
- cancel any direct debits or other recurring payments between NAB accounts
- cancel all credit and debit cards (including any cards held by secondary cardholders)
- switch off any internet banking arrangements
- identify any fees that shouldn’t be charged, refund them and stop charging those fees.
For any joint account(s) in credit, the surviving account holder(s) will continue to have access to the account.
We’ll identify the Legal Personal Representative
We’ll need to identify the person or people who have legal authority to administer the estate of the deceased. These are known as the Legal Personal Representatives.
The Legal Personal Representatives are the only people we’ll be able to share detailed account information with and take any instructions from regarding the finalisation of deceased customer’s accounts.
This may be an Executor, an Administrator, a prospective Administrator, or the Next of Kin.
Key documents
Depending on the complexity of the estate and your relationship with the deceased, the Legal Personal Representatives may need to provide additional documents to validate authority to access the estate information or provide instructions.
For all estates, we’ll need the original documents or certified copies of the following:
- Proof of death if notification wasn’t via the Australian Death Notification Service, opens in new window (ADNS). Acceptable evidence includes death certificate, funeral invoice, Grant of Representation or Government Agency Correspondence. If you are having difficulty obtaining evidence of proof of death, please contact us to discuss alternative documents that may be acceptable.
- For any joint accounts in credit, the surviving account holder(s) will continue to have access to the account.
- Either a Will (if applicable) or if there’s no Will, Next of Kin proof of relationship
- Proof of identity for all Legal Personal Representatives: Government-issued photo ID such as a Driver Licence or passport or your NAB account details if you’re an existing NAB customer.
- Completed and signed Closing NAB accounts and releasing funds for a Deceased Estate form (PDF, 92KB), opens in new window.
We also need a Grant of Representation in any of these circumstances :
- the total value of accounts in credit held with us is $100,000 or more
- there’s a pending application for a Grant of Representation or an existing Grant in place
- we have received other claims to the estate, or there’s an indication of a dispute in respect of the estate
- we suspect fraud or financial abuse.
We’ll release funds to pay or reimburse permissible expenses such as funeral expenses or court filing fees
You may need to pay expenses for funeral arrangements or court filing fees. Depending on the value and complexity of an estate, it may take some time to work through the process to finalise estate matters.
In the meantime, the following permissible expenses can be covered up to $15,000 using available funds in the deceased’s account(s).
Please contact the NAB Bereavement Services team on 1300 911 451 Monday to Friday, 8:00am to 5:00pm to assist with this.
- Funeral expenses
- Court filing fees for Grant of Probate or Letters of Administration (where a Grant of Probate or Letters of Administration have not yet been issued)
We will release funds to pay or reimburse permissible expenses within 14 business days of receiving such request subject to:
- Verification of death
- Receiving proof of invoice or receipt for permissible expenses
- Verifying identity of person requesting such payment
- Availability of funds held in deceased’s account(s)
We’ll provide detail of all accounts held by the deceased
If we’re able to confirm you have the authority, for example you’re the Legal Personal Representative, we’ll write to you with a formal Statement of Position, including:
- details of all accounts held with us
- the balance at the date of death
- information about the accounts including ongoing fees, direct debits and other recurring payments between NAB accounts
- other helpful information.
Where there are loan accounts or other debit balances, we’ll confirm this, along with detail of anyone else who may have shared liability for the debts.
On request we can also provide details of relevant interest accrued, received, or paid – if required for a Grant of Representation application or for tax return purposes.
If we’re unable to confirm your authority to receive such information, we’ll write to you detailing what else is required and provide an indication of the type of accounts held by the deceased.
How long does the process take to provide details of the accounts held by the deceased?
We will act on following instructions from Legal Personal Representative regarding deceased customer’s accounts within 14 business days:
- Instruction to provide all information about the account(s) including relevant ongoing fees
- Instruction to receive payment towards a debt owed to us
We will act on the above instructions subject to:
- Verification of death
- Receiving all required documents to confirm your authority as Legal Personal Representative
If we’re missing required information or documents and you’ve provided your phone number, we’ll try to contact you by phone to discuss. We’ll then follow up in writing detailing what we need.
We'll close the deceased’s accounts and release any funds held
We’ll close the deceased’s accounts and release any funds, where applicable, if the following are complete:
- Verification of death.
- Confirmation of your authority to act on behalf of the estate.
- Verification of identity of all Legal Personal Representatives acting on behalf of the estate. This can change through the course of managing the estate, depending on who is named in a Grant of Probate or Letters of Administration.
- Completed and signed (by all Legal Personal Representatives of the estate) Closing NAB accounts and releasing funds for a Finalising a Deceased Estate Form (PDF, 92KB), opens in new window.
- We may also need to understand your plans in respect of any loan facilities, debit balance accounts or other liabilities of what we need.
Need help making repayments?
If you’re having difficulty making repayments on behalf of the estate or are concerned about your ability to do so on an ongoing basis, please contact the Customer Care team on 1800 701 599 Monday to Friday, 8:00am to 8:00pm (AEST/ADST), Saturday 9:00am to 1:00pm (AEST/ADST).
Glossary
Learn more about Legal Personal Representatives and other key terms.
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An Executor is a person chosen by the deceased in their Will to manage their affairs. They are responsible for the administration of the estate and distribution of any assets to the beneficiaries of the estate, as defined in the Will.
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An Administrator is a person confirmed by the Supreme Court (via Letters of Administration) when the deceased did not leave a Will, or where the Executor(s) named in a Will are unable or unwilling to carry out the role. They are responsible for the administration of the estate and distribution of any assets according to the Will (if one exists) or otherwise the rules of intestacy – which vary from state to state.
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The closest living relative(s) of the deceased, and the person/people entitled to apply for Letters of Administration. In some cases where there are neither Executors or Administrators appointed, and where the value of accounts held is low, we may be able to take instructions from the Next of Kin. We will need to understand the nature of your relationship to the deceased – usually via the Death Certificate. For more complex arrangements not supported by the Death Certificate, we may ask for other evidence such as marriage or birth certificate or proof of a de-facto relationship.
Other steps
Notify us of a deceased customer
Take the first step in finalising a deceased estate by notifying us when a loved one passes.
What happens to a deceased customer’s accounts?
Learn about our account procedures for a deceased customer.
Losing a loved one
Life can be tough after losing a loved one. We’re here to help with practical advice on managing finances.
Get in touch
NAB Bereavement Services
Visit a NAB branch
Visit your nearest NAB branch to speak to us in person.
Terms and Conditions
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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.