What happens once we are notified?

Once we have been advised of a customer’s passing, we’ll place a hold on the account(s) held by the deceased customer, and no further purchases will be able to be made. If there are any Additional Cardholders on the account, their card will also stop working.

We will also send a letter outlining the additional information we need to receive, which will include information on who can act as the eligible representative, and the supporting documents that we will need to receive from them. This letter will be sent either to the legal address of the deceased or, if requested by the person who provided us with the initial notification, to another address of their choosing.