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BSB 704-191
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Deceased estates

Let us know

While you’re dealing with your loss, banking will be the last thing on your mind. However, it’s important that you, or your nominated representative, contact us as soon as possible.

If your loved one or you have a solicitor, you should also contact them.

The process

What we will do
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Next steps

Legal personal representative/s are the only people we are authorised to share detailed account information with.

This can be an Executor, Administrator, prospective Administrator or Next of Kin.

Documentation we require
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What we need

Every estate is different, Probate or Letters of Administration may be required, contact us and we will let you know what documentation we’ll need.

If you have a grant of representation in another state or overseas, it will be required to be re-sealed in Victoria to be accepted.

Member information handover
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Final stage

Once you have been confirmed as the appropriate legal representative, we will provide you with information about all accounts held by the deceased Member.

What happens to the Member's account?

Account type

Process

Cards

All card access to the account will be cancelled. 

Individual loans, Credit Cards or Overdrafts 

Any available credit may be used to clear any outstanding debt on credit card and/or overdraft facility. 

Joint loans, Credit Cards or Overdrafts 

Joint personal loan and mortgage loans will continue to operate unchanged, if this is likely to result in any ongoing hardship issues, please contact us. 

We will talk you through any changes to your joint credit card and/or overdraft facilities (we may be able to convert these facilities into the surviving account holder’s).

Cheque facility

Cheque facility will be cancelled. 

Insurance

Please contact the deceased’s insurance provider to ensure coverage for their assets remains in place. 

Direct Debits 

These will be cancelled and a message returned to the debiting company notifying them that the account is frozen. 

 

What does it all mean?

A guide to help you understand key terms you will hear throughout this process.

Frequently asked questions

You may have questions along the way. We have summarised the most frequently asked questions with responses.

If your question isn’t listed and you need help or if you are having difficulty with any part of this process, please don’t hesitate to contact our team on 1300 654 822

  • No. Once we are notified of a person’s passing, we are required to remove all third party access to the accounts, including signatories and attorneys.

    The deceased’s account then become the responsibility of the executor for their estate. 

Important Information

This information does not take into account your objectives, financial situation or needs. Therefore, you should firstly consider the appropriateness of this information and refer to the Terms and Conditions or the relevant Product Disclosure Statement (PDS) before acquiring a product.