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’ll place a permanent hold on their credit card and/or personal lending account/s. 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

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 at least one of the proof of death documents, however they 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.

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. 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.

What happens next?

Credit Cards and Lending Accounts

Once we have received an official notification of death, we will reverse any interest and fees that may have been charged from the date of death. We will also block the account from further spending.

If a balance is owed, 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

To find out information on direct debit debit transactions and recurring payments for the accounts that the deceased person held with us, we can assist.

We will be able to provide a list of all the direct debit transactions and recurring payments for the past 13 months on all accounts to an eligible representative of the deceased estate. Eligible representatives can be found here.

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.