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Loss of a loved one

The loss of a family member or friend is a difficult time in your life and we are here to help.      

How to notify us 

If you need to contact Qantas Premier about the loss of a loved one you can do this via phone or mail. We are here to support you. 

Choose to notify Qantas Premier by: 

Calling us on:

Within Australia:  1300 992 700

Calling from Overseas: +61 2 8222 2569

Mailing:

Attn: Qantas Premier 

Estate Management

PO Box 40

Sydney NSW 2001

Who has authority to access the customer’s account or loan details?

Below is a list of who can act as the eligible representative (you) of the deceased:

  • Executor
  • Next to Kin
  • Solicitors acting on behalf of the Deceased Estate
  • Public Trustees acting on behalf of the Deceased Estate

Once we have received and verified all required documentation, the eligible representative will be granted access to the deceased customer’s account/s. We will act on any valid instruction given by the eligible representative in relation to the deceased customer’s account/s within 14 business days of receiving that instruction. If there are multiple eligible representatives (for example, two Executors named in a Will), we may require a valid instruction from each eligible representative.

What happens once you notify us?

Once you have notified us of the loss of your loved one, we’ll:

  • Place a permanent hold on their credit card and/or personal lending account/s;
  • A hold will be placed on the card(s) on the deceased customer’s account, which means that any Additional Cardholder(s) on the account will no longer be able to spend on their cards;
  • Remove their internet and app banking login credentials;
  • Restrict the type of debit transactions that can be performed on the account. We will only process certain types of debit transactions where we are still awaiting the issue of Grant of Probate or Letters of Administration; and
  • Where the deceased customer is the sole account owner, we will stop charging fees for services that we can no longer provide to their estate. 
  • We will also refund any of these fees that have been charged since the date of the deceased customer’s death.

All credit payments will still be allowed into the account(s). 

Documents you’ll need  

Below is a summary that outlines the list of documents that you are required to provide us to finalise the Estate.

Please note:

  • Where a document has already been provided, you will not be asked to provide it again. 
  • All documents must be original certified copies. 
  • If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.

Once you have collected the supporting documents, you can send them to us via postal mail (see address above). 

Proof of Death document

Provide ONE of the following documents from this section.

  • Death Certificate
  • Doctor’s Medical Certificate
  • Funeral Bill
  • Solicitor’s or Coroner’s Letter
  • Grant of Probate
  • Letters of Administration
  • A certificate issued by the public trustee or Trustee Company authorised to do so.

Confirmation of Estate Representative

Provide ONE of the following documents from this section (if not already provided above).

  • Will
  • Letters of Administration
  • Grant of Probate
  • Next Of Kin mentioned on the Death Certificate

ID Documents for the Estate Representative

Part 1A – Acceptable primary Australian and foreign ID documents. Provide ONE document from this section.

Note: ID documents must be valid and not expired.

  • Australian State/Territory Driver Licence (including the back of the Driver Licence if your address has changed) or foreign Driver Licence containing a photograph of the person 
  • Australian Passport
  • Australian card issued under a State or Territory for the purpose of proving a person’s age and containing a photograph of the person
  • Foreign passport or similar travel document containing a photograph and the signature of the person

If you are unable to provide a document from Part 1A, please provide one document from Part 1B.

Part 1B – Acceptable secondary Australian ID documents

  • Australian Citizenship certificate
  • Australian Pension card issued by The Department of Human Services/Centrelink
  • Australian Concession card or Commonwealth Seniors Health card

Part 2 – Acceptable secondary Australian ID documents. Provide ONE document from this section.

  • A document issued by the Australian Commonwealth or a State or Territory within the preceding 12 months that records the provision of financial benefits to the individual and which contains the individual’s name and residential address. (For example, a Centrelink Statement.)
  • A document issued by the Australian Taxation Office within the preceding 12 months that records a debt payable by the individual to the Commonwealth (or by the Commonwealth to the individual), which contains the individual’s name and residential address.
  • A document issued by an Australian local government body or Utilities provider within the preceding 3 months which records the provision of services to that address or to that person (the document must contain the individual’s name and residential address). This can include a Telephone landline (not mobile) bill, or Electricity, Gas or Water bill.

If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.

Who can certify the documents?

A list of those who can certify documents include:

• A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described)

• A Justice of the Peace

• A notary public

• A member of the police force of the Commonwealth or of any State or Territory

• An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public

• Consulates/Embassies

• An accountant who is a member of the Institute of Chartered Accountants in Australia, the Australian Society of Certified Practising Accountants or the Institute of Public Accountants

Acceptable certification of documents

Each copy of the document must be certified by an approved certifier as follows:

The approved certifier must write on each page of the document:

• Full printed name of the “Approved Certifier” (e.g. Michelle Helena Citizen)

• Date the document was certified

• Signature of the approved certifier

• The capacity in which they have certified the document, e.g. police officer, etc.

• The Registration number (if applicable) of the certifier, and

• The following text:

If single page: I certify that this is a true and complete copy of the original document which I have sighted.

If multiple pages: I certify that this page is a true and complete copy of page [insert page number of document] of [insert total number of pages in the document] of the original document which I have sighted.

What happens next?

Once we have received an official notification of death, we will refund any interest and fees that may have been charged since the date of your loved one's death. We will also block the account from further spending. 

If a balance is owed on the deceased customer's account/s, we will send you a letter confirming the balance as at the date of death, along with the most recent statement which does include payment details. If no balance is owed, we will simply close your account and send a letter confirming this. If the account is in credit, we will send a bank cheque to the executor of the estate along with a letter explaining why you are receiving the cheque.

Financial support following your loss

The loss of a loved one will always be a difficult time in your life, but it may also impact your finances. If you’re feeling concerned about your finances, you can contact our Hardship team who will be able to assist you. 

You won’t be responsible for the debts of your loved one’s estate, unless you are a joint account holder. If you are a joint account holder and the estate is in financial difficulty, we can help. 

What if I'm finding it hard to meet my Qantas Premier credit card repayments?

You can also access Financial Counselling support through organisations such as Financial Counselling Australia and the National Debt Helpline offer free, independent and confidential financial counselling.

View full list of financial support organisations.

Frequently Asked Questions:

Can a deceased member's points be transferred to a family member?

Yes, unexpired Qantas Points can be transferred to an Eligible Family Member, as long as they have a Qantas Frequent Flyer account. 

To do this, the executor or administrator of the deceased member’s estate must contact the Frequent Flyer Service Centre within 12 months of the members death and provide documented proof of the members death and of the requestor’s status as executor or administrator) as well as the details of the Membership Account of the Eligible Family Member the points will be transferred to. 

How can I get information on direct debit transactions and recurring payments for the accounts that the deceased person held with Qantas Premier?

Qantas Premier will be able to provide a list of all the direct debit transactions and recurring payments for the past 13 months on all accounts to an authorised person of the deceased estate. 

Please contact us on 13 24 84, if you are calling within Australia or on +61 2 8225 0615, if you are calling from overseas to request for information on direct debit transactions and recurring payments. We will assist you with the cancellation of the direct debit transactions on request.     

This will be sent to you within 3-5 business days from the date the request was made.

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