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Help and support

Losing a loved one Deceased estates

If you have recently lost a family member or friend, we can help you with banking arrangements by guiding you through the things you need to do and supporting you, every step of the way.

We can help you with everything from completing forms and closing accounts, to handling the release of money from the estate.


What you need to do

Step 1 – Let us know

Get in touch with us on (08) 8202 7777, Monday to Friday 8am – 8pm and Saturdays 8am – 2pm or visit us at 400 King William Street, Adelaide.

Choose whichever option you feel most comfortable with. We'll always handle your situation with care and sensitivity, whether that's in person or over the phone.


Step 2 – Confirm personal details

We will need to know the following information.

The details for your loved one who has passed away:

  • Full name
  • Address
  • Date of passing.

We will also need your:

  • Full name
  • Relationship to your loved one who has passed away
  • Telephone number

Step 3 – Confirm relationship

When someone passes away, we can only share their account information with their estate executor, solicitor, or next of kin if there is no Will.

So, we will ask to see original or certified copies of the following documents to confirm your relationship.

Executor

You’ll need to show us the deceased person's Will or Grant of Probate and have your identity verified.

Solicitor

You’ll need to notify us in writing to request the relevant information.

Next of kin (if there is no Will)

You’ll need to show us the death certificate and a document that proves you are the next of kin such as a marriage certificate or birth certificate and have your identity verified.


Step 4 – Provide certified or original documents

Before we can access the accounts of your loved one who has passed away, we will need the following documents.

If a Will exists, we will need:

  • To sight the original Will or an original certified copy of the Will;
  • A certified copy of the Death Certificate; and
  • Depending on the balance of the accounts of your loved one who has passed away we may require Probate.

If no Will exists, we will need:

  • A certified copy of the Death Certificate;
  • A document that proves you are the next of kin (closest living relative) such as death certificate, marriage certificate or birth certificate; and
  • Depending on the balance of your loved ones accounts we may require a Letter of Administration. 

Additional documents may be required based on individual circumstances. 


Step 5 – Request for immediate expenses

If you need money from the estate to pay for funeral expenses, we can help.

But firstly, you’ll need to provide us with a copy of the tax invoice before we can make payment.  You can provide this by email, post or by visiting us at 400 King William Street. If there aren’t enough funds in the account, we’ll make a part payment with the funds available.

A death certificate isn’t required in order to make funeral payments. 


Step 6 – Settle and close accounts

Joint accounts

If your loved one who has passed away holds any joint accounts, the surviving joint owner can continue to use the joint accounts as normal. Once we have received a certified copy of the Death Certificate the surviving joint owner can arrange to have the joint accounts transferred to their name only.

Held in their name

After you notify us and we confirm your relationship, you’ll receive a letter detailing all the accounts and balances held. We’ll also confirm if you need to complete any other paperwork. Once we have all the relevant documents, we'll settle the estate, which means releasing money and assets.

This last step can take time. If you want to check on our progress call us on (08) 8202 7777, Monday to Friday 8am – 8pm and Saturdays 8am – 2pm.

Call or visit us, or contact us online using Web Chat, Secure Mail or our enquiry forms.