First steps after losing a loved one
There’s a lot to deal with when someone close passes away. Along with the grief of losing someone, you may have to contend with a lot of documents and legal requirements throughout the process. We’ve simplified the first steps to help you feel supported in honouring your loved one’s wishes.
Step 2: Organise funeral arrangements
Step 4: Start the process of finalising the Estate
Step 5: Notify the right people
Step 6: Suncorp Bank will contact you about next steps
Step 1: Let us know
We know that telling us about your loved one’s passing can be hard, and may not be the first thing on your mind. It’s important that you let us know as soon as you can, so we can offer you support where you need it.
There are many ways you can reach out to us and let us know what’s happening:
Call Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST)
Email Customer Support team
Complete the Deceased Notification Form
Contact your Business Relationship Manager (if applicable)
Visit your nearest Suncorp Bank branch;
Or via post at: Deceased Estates, PO Box 1453, Brisbane QLD 4001.
No matter the way you choose to let us know, we’re here to help you feel supported and confident in carrying out your loved one’s wishes. Once we’re aware of your loved one’s passing, we can provide more guidance around the next steps.
If you’re facing financial difficulty after the passing of your loved one, we may be able to help. Call Customer Assist on 07 3167 9668 (Mon-Fri, 8:30am-5pm, AEST).
To let us know about your loved one’s passing, you can let us know by completing the Deceased Customer Notification, located below. This notification will be passed onto Customer Support who assist with Estate matters. Once this notification is received, holds will be placed on solely owned deposit account(s) and joint asset line accounts with any fees stopped immediately. We will not place holds on joint deposit accounts (unless the account is an asset line account), to allow access for the surviving party. Please note different guidelines apply to business deposit accounts, depending on the relationship the deceased is to the account. Customer Support will contact you directly regarding next steps for the Estate.
Deceased Customer Online Notification
When you notify us, you may be requested to complete and return our Deceased Notification Form.
We will always accept notification at the time of being contacted however, we may require Proof of Death documents to act on Loan account(s). You can email, post or drop a certified copy of the document into your local Suncorp Bank branch.
Proof of Death documents can be:
When you notify us, we will do a number of things to safeguard the accounts. You can expect the following:
If you have notified us, but have not provided a Proof of Death document:
- We will place a hold on all deposit account(s) in the sole name of the deceased. This means that no funds can be withdrawn from the account and all recurring payments and direct debits will be stopped. Credit payments can continue to be paid into the account.
- Credit payments from an external bank accounts will continue to be paid into the account. Any internal credits (between Suncorp Bank accounts) will not be allowed.
- We will place a hold on all solely owned or joint Lines of Credit, Asset Lines and Overdraft accounts. This means no funds can be withdrawn from the account and all recurring payments and direct debits will be stopped. Credit payments from an external bank accounts will continue to be paid into the account. Any internal credits (between Suncorp Bank accounts) will not be allowed.
- We won’t place a hold on any joint deposit account(s), that are not Lines of Credits/ Asset Lines/ Overdraft accounts, to ensure the surviving party can continue to access the account.
- Please note different guidelines apply to business deposit accounts, depending on the relationship the deceased is to the account. To find out more, please contact Customer Support to discuss.
If you have notified us, and you have provided a Proof of Death document:
- We will place a hold on all deposit account(s) in the sole name of the deceased. This means that no funds from being withdrawn from the account. Credit payments can continue to be paid into the account if transferred from an external bank. Any internal credits (between Suncorp Bank accounts) will not be allowed.
- We will place a hold on all solely owned or joint Lines of Credit, Asset Lines and Overdraft accounts. This means no funds can be withdrawn from the account and all recurring payments and direct debits will be stopped. Credit payments from an external bank accounts will continue to be paid into the account. Any internal credits (between Suncorp Bank accounts) will not be allowed.
- If the deposit account is in joint names and you have provided us with a Proof of Death we will remove the deceased person from the account to ensure that the surviving party can continue to use the account. Please be aware that this doesn’t apply to Lines of Credit, Asset Lines or Overdraft accounts – refer to Page 10 of the Deceased Estate Pack (PDF, 182KB) for more information about these accounts. Please note different guidelines apply to business deposit accounts, depending on the relationship the deceased is to the account. To find out more, please contact Customer Support to discuss.
When you notify us and provide a Proof of Death, we will assist you by notifying other areas of the Suncorp Bank Group if your loved one holds accounts or products with them. These teams will then contact you directly to discuss those products.
We recommend contacting other areas of Suncorp Bank Group, if you are aware of holdings that your loved one or business associate may have had. Please see the following contact details for relevant areas of Suncorp Bank Group:
- Clear Option Credit Cards (Personal and Business) - Call Citibank at 1800 268 077 (9am-9pm, Mon-Fri, AEST)
- Suncorp Bank Wealth Life and Super - Call 1800 191 517 (Personal), 1800 636 081 (Employer) or email
- Suncorp Bank Consumer Insurance (Motor, Home, Pet) - Call 07 3362 1222
- Suncorp Bank Treasury - Call 07 3362 4016 or email
Step 2: Organise funeral arrangements
Preparing for the emotional strain of a funeral can be distressing. Please know we are here to best support you during this time.
Prepare the arrangements
If you’re in possession of your loved one’s Will, they may have explained what they wished for at their funeral. If you don’t have a Will to consult, you may not know what type of service your loved one would want.
No matter the circumstances, you’ll need to come to your first meeting with the funeral director with the an understanding of what type funeral service you’d like to arrange.
Paying for the funeral
Your loved one may have made arrangements before their passing to cover their funeral. These may include:
Expense assistance
When someone passes away, there can be additional expenses. Suncorp Bank may be able to assist you with accessing funds to pay for a funeral and other related expenses.
For a better understanding of how we can help you manage these expenses, call Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST).
Step 3: Locate the Will
The next most important step is to locate the Will. It’s important you locate the last known signed and witnessed copy of the Will, and that you do not amend or alter the original copy in any way.
It is important that you do not amend or alter the original copy in any way, as this can impact the validity of the Will. We recommend you obtain a certified copy of the Will to provide to us.
If you are named as the Executor in the Will, it is your responsibility to distribute the deceased’s assets, and administer the Estate, which may include organising the repayment of any liabilities.
If you can’t locate the Will, or a Will was never prepared , then they will be described as having ‘died intestate’. In these cases, the law decides who the beneficiaries of the Estate are and how the Estate is to be divided. You can refer to your local State Public Trustee for more information, and to determine what your next steps should be.
If the Estate is under $5001.00 with no Loan accounts, Letters of Administration are not required and the Next of Kin will be the authorised party to act on behalf of the Estate.
If there is no Will and the Estate is valued at more than $5000.00 or there are Loan accounts, you will also need to provide Letters of Administration.
In this instance, the court will appoint an Administrator to administer the deceased’s assets who will be the authorised party to act on behalf of the Estate. The authorised person will be responsible for gathering all relevant documents and requirements to help with settling the Estate.
If you are unable to locate a Will, please let us know. Page 9 of the Deceased Estate Pack (PDF, 182KB) will help you understand what additional documentation you might need to supply to us.
Step 4: Start the process of finalising the Estate
When you’re ready to finalise your loved one’s Estate, you’ll need to track down some important personal information and documents. If at any time you need assistance, please contact Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST).
Complete the Deceased Notification Form
You may not have been ready to complete most sections of this form when you notified us initially, and that is ok. For us to be able to start the process of finalising the deceased’s accounts, we do need you to complete the remaining sections of the form and provide us with the required documents.
If you have not started this form, you can locate this on our Deceased Notification Form or ask us for a copy.
Confirmation of identity for the authorised party
If you are the person authorised to act on behalf of the Estate, but not a Suncorp Bank customer, we will need to identify you to proceed with providing you information about the Estate and to and finalise the account(s).
All appointed Executors, Administrators and in some cases Next of Kin must provide us with identification documents. So we can contact you easily throughout the process, we’ll need the following personal information from you:
Accepted documents and requirements for our identification can be located on the Deceased Notification Form.
Essential documents
To help us settle your loved one's financial affairs, there are a series of documents you may need to provide. For specific information regarding documents required for the Estate, please refer to Page 12 of the Deceased Estate Pack (PDF, 182KB). Some of the documents may include:
We know tracking down these documents can be difficult and time-consuming. If you can’t access the listed documentation, or you need help understanding alternatives to prepare, we’re here to help.
You can contact Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm. AEST) or email them at DeceasedEstates@Suncorp Bank.com.au to get the assistance you need.
Step 5: Notify the right people
There may be a large number of people and organisations you need to contact after your loved one has passed away. Every situation will be different, but there are some key organisations you can contact when you’re ready, including:
This step can be a time-consuming one. There are a number of people and organisations you can reach out to help you manage any stress during this time.
