Loss of a loved one

How to notify us

If you need to contact us about the loss of a loved one you can do this via phone or mail. We are here to support you.

Choose to notify us by:

Calling us:
Within Australia: 13 24 84
Calling from Overseas: +61 2 8225 0615

Mail:
Attn: Estate Management
PO Box 40
Sydney NSW 2001

For customers who may have difficulty speaking English:

What happens once you notify us?

Once you have notified us of the loss of your loved one, we will:

Place a permanent hold on their credit card and/or personal lending account/s;
Remove their Citi Mobile^® App and Citi Online login credentials;
A hold will be placed on the card(s) on the deceased customer’s account, which means that any Additional Cardholder(s) on the account will no longer be able to spend on their cards;
Restrict the type of debit transactions that can be performed on the account. We will only process certain types of debit transactions where we are still awaiting the issue of Grant of Probate or Letters of Administration; and
Where the deceased customer is the sole account owner, we will stop charging fees for services that we can no longer provide to their estate.
We will also refund any of these fees that have been charged since the date of the deceased customer’s death.

All credit payments will still be allowed into the account(s).

Citi’s Australian Consumer business is now owned by NAB. Citi’s Estates Management Team are unable to access accounts held with NAB, Advantage, nabtrade, ubank and JBWere, so for any enquiries regarding mortgage and deposit accounts please notify NAB directly on 1300 911 451 (Monday to Friday 8am-5pm AEST/AEDT) if accounts were held with any of these NAB companies.

Documents you’ll need

Below is a summary that outlines the list of documents that you are required to provide us to finalise the account.
Please note that where a document has already been provided, then you will not be asked to provide it again.
All documents must be original certified copies.
If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.

Once you have collected the supporting documents, you can send them to us via mail.

Proof of Death document

Provide ONE of the following documents from this section.

Death Certificate
Doctor’s Medical Certificate
Funeral Bill
Solicitor’s or Coroner’s Letter
Grant of Probate
Letters of Administration
A certificate issued by the public trustee or Trustee Company authorised to do so.

Confirmation of Estate Representative

Provide ONE of the following documents from this section (if not already provided above).

Will
Letters of Administration
Grant of Probate
Next Of Kin mentioned on the Death Certificate

ID Documents for the Estate Representative

Part 1A – Acceptable primary Australian and foreign ID documents. Provide ONE document from this section.

Note: ID documents must be valid and not expired.

Australian State/Territory Driver Licence (including the back of the Driver Licence if your address has changed) or foreign Driver Licence containing a photograph of the person
Australian Passport
Australian card issued under a State or Territory for the purpose of proving a person’s age and containing a photograph of the person
Foreign passport or similar travel document containing a photograph and the signature of the person

If you are unable to provide a document from Part 1A, please provide one document from Part 1B.

Part 1B – Acceptable secondary Australian ID documents

Australian Citizenship certificate
Australian Pension card issued by The Department of Human Services/Centrelink
Australian Concession card or Commonwealth Seniors Health card

Part 2 – Acceptable secondary Australian ID documents. Provide ONE document from this section

A document issued by the Australian Commonwealth or a State or Territory within the preceding 12 months that records the provision of financial benefits to the individual and which contains the individual’s name and residential address (for example, a Centrelink Statement).
A document issued by the Australian Taxation Office within the preceding 12 months that records a debt payable by the individual to the Commonwealth (or by the Commonwealth to the individual), which contains the individual’s name and residential address.
A document issued by an Australian local government body or Utilities provider within the preceding 3 months which records the provision of services to that address or to that person (the document must contain the individual’s name and residential address). This can include a Telephone landline (not mobile) bill, or Electricity, Gas or Water bill.

If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.

Who can certify the documents?

A list of those who can certify documents include:

A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described)
A Justice of the Peace
A notary public
A member of the police force of the Commonwealth or of any State or Territory
An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
Consulates/Embassies
An accountant who is a member of the Institute of Chartered Accountants in Australia, the Australian Society of Certified Practising Accountants or the Institute of Public Accountants

Acceptable certification of documents

Each document copy must be certified by an approved certifier by writing on each page as follows:

Full printed name of the “Approved Certifier” (e.g. Michelle Helena Citizen)
Date the document was certified
Signature of the approved certifier
The capacity in which they have certified the document, e.g. police officer, etc.
The Registration number (if applicable) of the certifier, and
The following text:

If single page: I certify that this is a true and complete copy of the original document which I have sighted.

If multiple pages: I certify that this page is a true and complete copy of page [insert page number of document] of [insert total number of pages in the document] of the original document which I have sighted.

Who has authority to access the customer’s account or loan details?

Below is a list of who can act as the eligible representative (you) of the deceased.

Executor
Next of Kin
Solicitors acting on behalf of the Deceased Estate
Public Trustees acting on behalf of the Deceased Estate

Once we have received and verified all required documentation, the eligible representative will be granted access to the deceased customer’s account/s. We will act on any valid instruction given by the eligible representative in relation to the deceased customer’s account/s within 14 business days of receiving that instruction. If there are multiple eligible representatives (for example, two Executors named in a Will), we may require a valid instruction from each eligible representative.

If the eligible representative is not a customer of ours, we will need to obtain original certified copy of their ID documents (e.g. Driver's Licence/Passport) in order for us to identify them.

What happens next?

Credit Cards and Lending Accounts

Once we have received an official notification of death, we will refund any interest and fees charged since the date of your deceased customer’s death.

If a balance is owed on the deceased customer’s account/s, the Estate is required to pay and we will send you a letter confirming the balance as at the date of death, along with the most recent statement which includes payment details. If no balance is owed, we will simply close the account and send a letter confirming this. If the account is in credit, we will send a account management cheque where the amount is $5 or more to the executor of the estate, along with a letter explaining why you are receiving the cheque.

There may be a consumer credit insurance policy on the deceased's credit card and/or lending account. To confirm if there is a policy, contact us on 13 24 84 if you are calling within Australia, or on +61 2 8225 0615 if you are calling from overseas for more information.

We can assist with cancelling the policy and provide the relevant insurer details to contact in relation to lodging a claim.
Direct Debits and Recurring Transactions

At the request of an eligible representative, we can provide a list of all the direct debit transactions and recurring payments for the past 13 months on all accounts that a deceased customer held with us.

Please contact us on 13 24 84 if you are calling within Australia, or on +61 2 8225 0615 if calling from overseas to request information on direct debit transactions and recurring payments. We will assist you with the cancellation of the direct debit transactions on request.

Financial support following your loss

The loss of a loved one will always be a difficult time in your life, but it may also impact on your finances. If you’re feeling concerned about your finances, you can access Financial Counselling support through organisations such as Financial Counselling Australia. If you are a joint account holder and the estate is in financial difficulty, we can help. Please visit us here.