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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


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 “representative of the deceased.” The representative of the deceased will be granted access to the deceased estate after receipt and verification of the required documentation(s) by Qantas Premier:    

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

If the representative of the deceased is not a Qantas Premier customer, we will need to obtain certified copies of their ID documents (e.g. Driver Licence/Passport) in order for us to identify them. 

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 all transaction bank account(s) solely held by the deceased and no funds can be taken out of the account(s). All credit payments will be still allowed into the account(s). For joint accounts, the surviving joint account holder(s) will still have access to the account (except in certain cases such as term deposits and where the joint holder is only listed as an additional card holder of the product). 

If you need to pay for funeral costs, please refer to our section on Paying for Funeral Expenses.

Documents you’ll need  

It is important to know what you will need to finalise the deceased estate and we are here to support you through each stage of the process.

Documents you will require:

When you are notifying us, you will need to provide a certified copy of at least one of the Proof of Death documents listed below to Qantas Premier. 

  • 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.

In addition to the Proof of Death document, you may also be requested to provide additional documents depending on what products were held by the deceased in order for Qantas Premier to grant access to the Deceased’s Estate. 

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

Paying for funeral expenses

Often, one of the most pressing matters, is to obtain money from the Estate in order to cover the cost for the funeral service.

If there are funds available, Qantas Premier can assist with paying for the funeral costs or memorial from the Estate. We’ll release money to cover funeral expenses when:

  • The original funeral tax invoice/ account/ bill is sent to Qantas Premier via mail along with a certified copy of proof of death document, if not already provided. All payments will be paid directly to the funeral director, upon presentation of the required documents.
  • Alternatively, funds can be reimbursed if the payment has already been made and the original receipt from the funeral director is provided to Qantas Premier in conjunction with a certified copy of proof of death document.

What happens next?

Once we have received an official notification of death, we will reverse any interest and fees that may have been charged from the date of death. We will also block the account from further spending. 

If a balance is owed, 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.

Should a balance continue to be owed, and remain unpaid, we will refer your account to a business who specialise in the management of Deceased Estates, Philips & Cohen. Philips & Cohen will assist you through this difficult time, and with finalising the estate.     

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 on your finances. If you’re feeling concerned about your finances, you can contact our Collections 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 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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