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Deceased Estates

Who can notify us that a customer has passed away, and how?​

You do not need to be acting in an official capacity, on behalf of the Estate, to provide us with initial notification of the deceased customer’s passing. If you need to contact us about the loss of a loved one you can do this over the phone or email.

What happens after we're notified someone who holds a Qantas Money Credit Card passes away?

Once we have been advised of a customer’s passing, credit card(s) will be cancelled and will not work. Any Additional Cardholders on the account will no longer be able to use the credit card(s).​

We will also:​

  • Identify Accounts held in the deceased's name with other NAB Group businesses. This includes NAB, ubank, Advantedge, JBWere, nabtrade, Medfin, HICAPS, MyCard and any other credit products that are issued by NAB. The legal representative(s) may receive separate letters from relevant NAB Group businesses where the deceased has banking, financial or credit products with them.
  • Cancel any direct debits, periodical payments, or other regular payments​
  • Cancel all credit cards (including any cards held by secondary cardholders)​
  • Switch off any internet banking arrangements and digital access​
  • Identify any fees that shouldn’t be charged, refund them and stop charging those fees. Please note that this applies only to fees charged from the date of the customer’s death.

We will also issue a letter outlining if we require additional information and documents, and who can act as the eligible representative. This initial letter will be sent to the person who provided us with the initial notification.​

​After we receive the required documents, we will provide comprehensive account information and work with the legal representative to finalise the estate.

What detail can we provide to the legal personal representative about the deceased customer’s account(s)​

Once we’ve been notified and we’re able to confirm you have the authority, for example you’re the legal personal representative, we will issue a letter confirming:​

  • details of all accounts held with us​
  • the balance at the date of death​
  • information about the accounts including ongoing direct debits ​
  • other helpful information

How long does the process take?​

We will act on the following instructions from a legal personal representative(s) regarding a deceased customer’s accounts within 14 business days:​

  • Instruction to provide all information about the account(s) ​
  • Instruction to receive payment towards a debt owed to us​

We will act on the above instructions subject to:​

  • Verification of death​
  • Receiving all required documents to confirm your authority as legal personal representative​

If we’re missing required information or documents and you’ve provided your phone number, we’ll try to contact you by phone to discuss. We’ll then follow up in writing detailing what we need.​

Who is responsible for the debts of the deceased customers?​

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

How can I get information on payments to and from the deceased customer’s account?​

The eligible representative can request Account statements, by calling us on 1300 322 985 or emailing us on bereavementservices@creditcards.qantasmoney.com.​

What happens after the legal representative is identified?​

We will send the legal representative a letter confirming the balance as at the date of death.

What documents may be needed to finalise the Estate?​

For all estates, we’ll need the original documents or certified copies of the following:​

  • Proof of death: such as death certificate, funeral invoice, Grant of Representation or Government Agency Correspondence.​
  • Either a will (if applicable) or if there’s no will, next of kin proof of relationship.​
  • Proof of identity for all legal personal representatives: government-issued photo ID, such as a driver licence, or passport​
  • Completed and signed Closing account and releasing funds for a Deceased Estate form

Information on what is needed to finalise the estate will also be included in the letter that we will send once we are initially notified of the deceased customer’s passing. The document(s) should be sent to us at bereavementservices@creditcards.qantasmoney.com.​

Once we have instructions and acceptable documents and information from all confirmed legal personal representative(s), we will act on those instructions to finalise accounts within 14 business days.​

If we’re missing required information or documents and you’ve provided your phone number, we’ll try to contact you by phone to discuss. We’ll then follow up in writing detailing what we need.

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