Archives: FAQs

When you send the documents needed to finalise the Estate, please include a cover letter with the account number and name of the deceased.  There is no specific form that needs to be sent with these documents.

The Estate is responsible for the debts of the deceased customer.

Once we have received documentation to officially notify us of the death, we will reverse any interest and fees charged from the date of death. If a balance is owed, we will send the “eligible representative” a letter confirming the balance as at the date of death, along with the most recent statement which includes…

Information on what is needed to finalise the Estate are included in the letter that we will send once we are initially notified of the deceased customer’s passing. The “eligible representative” will need to provide a copy of at least one of the documents listed below:   Death Certificate   Doctor’s medical certificate   Funeral…

The eligible representative can request a list of all the direct debits and recurring payments on the account, over the past 13 months, by calling our Customer Support Team on 1300 415 445. We can also assist with cancelling direct debit transactions.

Only the “eligible representative” will be able to access information on the account, after we have received and verified the required documentation. The following people can act as the eligible representative: Executor Next of Kin Solicitors acting on behalf of the Deceased Estate Public Trustees acting on behalf of the Deceased Estate

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…