We recognise that the time following the loss of a loved one can be difficult. In addition to the emotional impact and grief, there are often administrative responsibilities. These tasks can be unfamiliar and, at times, overwhelming – particularly if you are navigating them for the first time. We aim to provide clear, respectful guidance to support you through the process. The steps in the process include:
The first step is letting us know as soon as you can after a customer has passed away. There are several ways you can do this, please choose the method that is best for you:
- Complete the Deceased Customer Notification form at the end of this page
- Email Us
- Call us on 1300 138 831 (Monday to Friday, 8am-6pm (AEST)
- Visit your local branch
- Write to us: Auswide Bank Estate Support, PO Box 1063, Bundaberg QLD 4670
While anyone can let us know one of our valued customers has passed away, we can only provide information about the estate to the authorised estate representative(s). We may need to obtain further documentation from you to clarify who the representative(s) are.
The next step is to determine if there is a Will, and who the Executor(s) are. An Executor is the person who is appointed to administer and distribute an Estate according to the terms of a person’s last Will and Testament.
In some cases, the state’s Public Trustee may also be a nominated in the Last Will and Testament as Executor to administer an Estate.
If the deceased customer has died intestate, that is, without a Will, Letters of Administration may be required to release the funds and close the account(s). Letters of Administration are documents that appoints a person(s) as Administrator of the estate and can be applied for through the Supreme Court. Those appointed are the only people legally entitled to administer the estate. Administrators can make enquiries on accounts and give instructions to us in accordance with the laws pertaining to Estate Administration.
Alternatively, you can arrange for your solicitor to act as an intermediary on behalf of an Executor or appointed Administrator. We can provide information to the solicitor once they have confirmed in writing that they are representing the estate.
If the funeral invoice or reimbursement is to be paid from the Estate, we will need the following documents:
- Tax Invoice from the Funeral Directors
- Payment receipt and the name of the person to be reimbursed, if the funeral tax invoice has already been paid
Where there is a valid Last Will and Testament:
- Electronic Payment Form signed by all executors (where possible)
- The current Last Will and Testament
- Proof of identity for each person signing the Electronic Payment Form
Where there is no valid Last Will and Testament:
- Electronic Payment Form signed by invoice addressee/receipt payee
- Death Certificate, for reimbursement, if the funeral tax invoice has already been paid
- Proof of identity for each person signing the Electronic Payment Form
Generally, only funeral payments will be released prior to the Estate being finalised. Requests to release funds are considered on a case-by-case basis. Please forward the invoice and the written request to us for review.
We understand that gathering documents during this time can be both challenging and time-consuming. To assist you effectively, we do require access to certain documentation.
Once you have contacted us, we will confirm the documents needed for your situation. To release the funds of the estate, we will require certified copies of the originals.
We may request additional documentation, however, we will generally ask for the following documents.
Where there is a valid last Will and Testament:
- Notification of Deceased Customer
- Death Certificate
- The current Last Will and Testament or Grant of Probate (as well as resealing), for Estates $50,000.00 or more or where there may be loan/security of property involved
- Proof of identity for each executor
Where there is no valid last Will and Testament:
- Notification of Deceased Customer
- Death Certificate
- Proof of relationship to the deceased, such as birth/marriage certificates
- Letters of Administration, for Estates $15,000.00 or more
Depending on the documentation we receive, we may require additional paperwork such as a Statutory Declaration. We will advise you if this is needed.
Where do you send the documents?
The documents can be forwarded to:
- Your local branch
- Emailing estatesupport@auswidebank.com.au
- Posting to: Auswide Bank Estate Support, PO Box 1063, Bundaberg QLD 4670
We rarely need original documents, however, they do need to be certified copies. Please check with us before sending any particular document if you need clarification.
What happens after you advise us of your loss?
When we receive notification of a customer passing away, all funds held will be immediately frozen to any debit transaction or withdrawal. This will include direct debits and periodical payments. We will also cancel any electronic access and cards that have been issued.
Joint accounts held are operated on the basis of being joint and several, which is if one party to the account is deceased, the surviving party to the account is entitled to continue to operate the account. This means that the surviving party will remain liable for any loan, overdraft or overdrawn amount owing on the account.
The surviving party can transfer the savings accounts and term deposits to their sole name by closing their current account and completing a Personal Deposit Account Application form or Term Deposit Application form.
f the deceased person has a loan or overdraft account with us, the Executor(s) or Administrator(s) must contact us to discuss what arrangements are required to finalise these accounts.
Some of the documents we may require are:
- Grant of Probate issued by the State the security is located in
- Letters of Administration issued by the State the security is located in
- Home Loan Release Request Form, signed by Executor(s) or Administrator(s)
- Contract of Sale, if the property is being sold
- Certified copy of the Death Certificate
- Certified copy of the Will
Please note our requirements may be different to the requirements of your solicitor to process their transactions.
If any third party has authority to act on accounts held in the name of the deceased customer, that authority ends upon the account holder’s passing.
Persons operating accounts as signatories, Power of Attorney or under a Guardianship Board Order will be unable to operate or enquire on the deceased’s accounts. Only the Executor/Administrator or verified Next of Kin can enquire on an Estate account.
Once we have received notification, we will reach out to the Estate representative by the nominated contact method (post or email) within 14 business days. If the representative of the Estate is a solicitor, we will correspond directly with them.
We will finalise an Estate within 14 business of receiving all required paperwork. If there are multiple executors or administrators, this may delay our ability to finalise an Estate while we wait for paperwork to be received. If we require additional paperwork, we will reach out directly.
Confirmation will be forwarded to the Estate representative by the nominated contact method once the Estate is finalised.
When will I need a Grant of Probate or Letters of Administration?
A Grant of Probate is a Supreme Court document that recognises a person’s authority to act on the estate of a person who has passed away. This will be needed when the balance of accounts with the Bank is $50,000 or more, or when the estate has security properties that are held with the Bank.
As we operate out of Queensland, we require any Grant of Probate or Letters of Administration issued by another State to be ‘resealed’ by the Queensland Supreme Court for deposit accounts. For loan accounts we require the Grant of Probate or Letters of Administration to be issued by the state where the security is held.
Letters of Administration is a Supreme Court document that appoints an administrator to administer a deceased estate when the deceased has not left a will, or if they have, the nominated executor is unable to or does not wish to act. This will be needed when the balance of accounts with the Bank is $15,000 or more or when the estate has security properties that are held with the Bank.
If you need more information, we recommend you seek legal advice.
Need more information?
Estate Administration can be complex and sometimes confusing but we’re here to help.
More general information is available from sources such as Centrelink, Public Trustees offices in each state, solicitors and financial advisers. Each financial institution may have their own requirements so you will need to contact them directly if the deceased held accounts with other providers.
Please know that this information is not a substitute for legal or financial advice, and is intended as general information only.
If you require further information or have questions, please visit any branch, phone 1300 138 831 or email estatesupport@auswidebank.com.au.
Deceased Customer Notification form
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