Loss of a loved one
Loss of a loved one
The loss of a family member or friend is a difficult time in your life and we are here to help.
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:
Use Language, Translation and Interpreting services - connect to Website www.tisnational.gov.au/ or Call: 131 450 then ask for 13 24 84.
What happens once you notify us?
Once you have notified us of the loss of your loved one, we’ll place a permanent hold on all their transaction account(s) and no funds can be taken out of the account(s). All credit payments will be still allowed into the account(s). If you have a joint account with someone who has passed away, you would still have access to the account (except in certain cases).
If you need to pay for funeral costs, please refer to our section on Paying for funeral expenses
Citi's Australian Consumer business is now owned by NAB. At the moment, Citi's Estate Management Team can only manage Citi consumer accounts as we are unable to access accounts held with NAB, Advantage, nabtrade, ubank and JBWere, so 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
It is important to know what you will need to finalise the deceased estate and we are here to support you through each stage of the process. Below is a list of the documents we accepts for proof of death.
- 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.
When you are notifying us, you will need to provide a certified copy of at least one of the Proof of Death documents listed above for banking accounts and mortgage accounts. For Credit Cards & Lending accounts only, documents are not required to be certified.
In addition to the Proof of Death documents, you may also be requested to provide additional documents depending on what products were held by the deceased in order for us to grant access to the Deceased's Estate.
Below is a summary that outlines the list of documents that you are required to provide us to finalise the Estate. Please note that where a document has already been provided, then you will not be asked to provide it again.
- Copy of any one of the Proof of Death documents (e.g. Death Certificate)
- *Credit Cards and Lending accounts do not require documents to be certified
- Certified copy of any one of the Proof of Death documents (e.g. Death Certificate); and
- Letter of instructions signed by the Executor (s)
and where combined balance of the accounts is between $100 and $15,000 please include:
- Certified copy of the Deceased's Will and Indemnity Form completed by the Executor(s)/Beneficiary; or certified copy of probate (if a valid Will is available) or Letter of Administration or Court Order (if a valid Will is not available);
- Individual Identification form completed by the Executor(s); and
- Original certified copy of ID documents of the executor(s) (e.g. Driver's Licence/Passport)
or where combined balance in account(s) is greater than $15,000, please include:
- Certified copy of Probate or Letter of Administration; and
- Individual Identification form completed by the Executor(s); and
- Original certified copy of ID documents of the executor(s) (e.g. Driver's Licence/Passport)
- Certified copy of any one of the Proof of Death documents (e.g. Death Certificate); and
- Certified copy of the Deceased's Will and a certified copy of Probate (if a valid Will is available); or Letter of Administration (if a valid Will is not available) as applicable; and
If the executor is not a borrower of the loan, please include:
- Individual Identification Form completed by the Executor(s); and
- Original certified copy of ID documents of the executor (s) (e.g. Driver's Licence/Passport)
Plus, if discharging the home loan:
- Completed Security Release Form
Or if changing the title and/or other changes to the home loan:
- Completed change to Home Loan Application
Once you have collected the supporting documents, you can send them to us via mail.
Below is a list of who can act as the eligible representative (you) of the deceased. The eligible representative will be granted access to the deceased estate after receipt and verification of the required documentation by us.
- Executor
- Next of Kin
- Solicitors acting on behalf of the Deceased Estate
- Public Trustees acting on behalf of the Deceased Estate
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.
Paying for funeral expenses
Often, one of the most pressing matters, is to obtain money from the Estate in order to cover the cost for the funeral service. If there are funds available, we can assist with paying for the funeral costs or memorial from the Estate. We’ll release money to cover funeral expenses when:
- We receive the original funeral tax invoice / account / bill via mail along with a certified copy of Proof of Death document, if not already provided. All payments will be paid directly to the funeral director upon presentation of the required documents.
- Alternatively, funds can be reimbursed if the payment has already been made and the original receipt from the funeral director is provided to us in conjunction with a certified copy of proof of death document.
What happens next?
What happens next?
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Accounts
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Term Deposits
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Home Loans
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Credit Cards and Lending Accounts
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Direct Debits and Recurring Transactions
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.
Other support
A range of other support services including Grief and Bereavement Support, can be found.
Grief Support
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Australian Centre for Grief Links customers to counselling services nationwide and is the largest provider of grief and bereavement education in Australia. |
Telephone : +61 3 9265 2100 |
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Grief line Counselling services for people experiencing loss and grief. |
Telephone : 1300 845 745 6am – Midnight , 7 Days a week |
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Government – Bereavement Assistance Information on payments available when a partner, child or person someone cares for has died. |
Telephone : 132 300 https://www.servicesaustralia.gov.au/individuals/subjects/death-and-bereavement |
Download Forms
Individual Identification Form
Indemnity Form (Executor)
Indemnity Form (Beneficiary)
Security Release Form (Mortgage accounts)
