Losing a family member is a difficult time, and managing their financial affairs adds an extra layer of complexity. If you are responsible for a deceased estate, the first step is to notify the bank so they can place a hold on the relevant accounts, which protects the estate from unauthorized transactions while the legal process is underway.
You do not need to settle everything immediately. The bank has a dedicated bereavement team to guide you through the process, which involves verifying the death certificate, establishing the executor or administrator of the estate, and arranging the release or transfer of funds once legal requirements are met.
| Category | Details |
|---|---|
| Methods | Phone (Bereavement team), branch visit, or email to the estates team |
| Processing Time | Depends on the complexity of the estate and documentation provided |
| Eligibility | Executor of the will, administrator of the estate, or next of kin |
| Key Requirements | Certified copy of death certificate, Will (if applicable), and personal ID |
How to Notify NAB
You can notify NAB about the passing of a loved one through the Australian Death Notification Service or by submitting the online Deceased Customer Notification Form available on NAB’s website.
The Australian Death Notification Service allows you to notify multiple organisations at once, including NAB. After receiving your submission, NAB will get in touch to explain the next steps.
Using NAB’s Online Form
The Deceased Customer Notification Form can be submitted by anyone, but only a Legal Personal Representative (such as an Executor or Administrator) is authorised to manage or close the deceased person’s accounts. If you're not the representative, you'll need to provide their contact details.
Contact NAB Bereavement Services
If you prefer to speak with someone directly, you can contact NAB’s Bereavement Services team:
- Phone: 1300 911 451 (Mon–Fri, 8:00 am–5:00 pm)
- International: +61 3 8903 9992
- Email: [email protected]
- Visit: Your nearest NAB branch
What Happens After Notification
- Sole-name accounts are frozen; joint accounts remain accessible
- Online banking and cards are cancelled
- Up to $15,000 may be released for funeral or related costs, upon documentation
- Remaining funds are released once all required forms and legal documents are provided
Troubleshooting Common Access Issues
1. MFA / Login Issues
- Cause: Attempting to log into the deceased person’s internet banking account using their existing credentials, which triggers security blocks.
- Simple Fix: Do not attempt to log in using the deceased's details. Contact the bereavement team to report the death; they will lock the account and provide you with a new, authorized point of contact.
- Fallback Action: Call the NAB bereavement support line directly to secure the account properly.
2. Browser or App Errors
- Cause: Technical issues when trying to upload documents via a web form, often due to file size limits on large probate documents.
- Simple Fix: Ensure your documents are scanned as individual PDFs under 5MB each. If the form continues to error, send the documents via a secure email address provided by the bereavement consultant.
- Fallback Action: Visit a local branch to have staff verify and scan the documents directly into the bank's system.
3. Locked Account / ID / Access Issues
- Cause: Confusion regarding who has authority to access accounts, leading to a temporary block by the bank's security team.
- Simple Fix: Provide the bank with a certified copy of the Grant of Probate or Letters of Administration to formally establish your authority.
- Fallback Action: Request a call back from a senior estate consultant who can walk you through the specific documentation required for your legal standing.
Pro-Tip: Before calling the bank, create a physical or digital 'Estate Folder.' Include the death certificate, Will, funeral invoice, and contact details for the solicitor. Having these items in one place means you only need to go through the verification process once, which reduces the number of follow-up calls and potential delays.
Frequently Asked Questions
Q: Can I use the deceased's account to pay for funeral expenses?
If there are sufficient funds in the deceased person's account, the bank can often pay a funeral invoice directly to the funeral director before probate is granted. This works because the bank acknowledges funeral costs as an immediate priority expense. However, the bank will require the original invoice addressed to the estate and a certified copy of the death certificate. You should reach out to the bereavement team immediately with the invoice to start this request.
Q: Why does the bank need to freeze the accounts?
The bank freezes accounts to protect the estate from potential identity theft and to ensure the funds are distributed only to those legally entitled to them. Once a death is notified, the system flags the accounts to prevent debits or withdrawals that could complicate the estate's final balance. This might seem like an inconvenience, but it is a necessary legal protection for the beneficiaries. If you have urgent recurring payments like mortgage repayments or utility bills, discuss these with your consultant so they can advise on how these will be handled during the settlement period.
