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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

Attn: Estate Management
PO Box 40
Sydney NSW 2001

For customers who may have difficulty speaking English:

Contact us on 13 24 84 and we can arrange for an interpreter to help you (subject to availability).

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.

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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.

Credit Card & Lending Accounts

  • 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


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

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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.

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What happens next?

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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

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

1800 642 066

Grief line

Counselling services for people experiencing loss and grief.

Telephone : 1300 845 745

6am – Midnight , 7 Days a week

Government – Bereavement Assistance

Information on payments available when a partner, child or person someone cares for has died.

Telephone : 132 300

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