Help & support
When someone passes away, there are countless things to be done and tough decisions to make – all of which can feel overwhelming and confusing.
We can help you with banking arrangements by explaining what’s required and supporting you through each stage, from completing paperwork and stopping account activity, to handling the release of money from the estate.
Depending on the situation and what documents you already have, it may take anywhere from a couple of weeks to a few months to finalise the estate, and we may also need information or instructions from multiple parties.
Here’s what you need to do to finalise your loved one’s estate, and it’s explained in more detail further below:
If you’ve notified us online previously and have your reference number, you can upload additional documents online. Manage existing notification
Contact us as soon as you can.
The easiest and quickest way to let us know is to notify us online. You can also upload any estate documents that might be required.
If you would prefer to let us know another way:
Choose whichever way you're most comfortable with. We'll always handle your situation with care and sensitivity, whether that's in person, online or over the phone.
After notifying us, you’ll receive a confirmation letter within 14 days outlining immediate next steps.
We’ll act to keep your loved one’s accounts safe and prevent unauthorised access. It’s also important to consider any financial or other impacts this may cause you or others. We can help you identify and manage these impacts.
For example:
See the 'What happens to the accounts?' section for more details and further information on how we treat these and other accounts and cards belonging to the deceased.
We can release funds to pay or reimburse immediate funeral expenses when a request is received from the person who paid for the funeral or to whom the invoice is addressed. The person requesting must be identified, and provide either a:
i. tax invoice (if you’re yet to pay for the funeral), or;
ii. tax receipt (if already paid).
Payment or reimbursement can be processed in-branch, or you can send us an Authority to Release Assets Form (PDF), along with other required documents.
Alternatively, the Authorised Estate Representative(s) can request payment or reimbursement of funeral expenses, as well as request payment of other unpaid bills or expenses relating to the estate (strata fees, council rates, electricity, gas, water, home, contents and car insurance). See further information under Claim for non-funeral estate expenses.
We can only share account information with an Authorised Estate Representative who has met our Identification Requirements (see 'Additional information' section).
Our Support Guide (PDF) provides the list of documents required to confirm that you and/or others are the Authorised Estate Representative(s).
Alternatively, we can provide account information to a solicitor once they have provided a letter of representation stating that they act for the estate.
Once confirmed, we’ll send an asset letter within 14 days with details of accounts and balances. However, you don’t need to wait to receive this letter if you’re ready to finalise the estate – you can instead continue on to Step 5.
To finalise the estate (release funds and close accounts), we need authority and payment instructions from the Authorised Estate Representative(s), who have also met our Identification Requirements.
Our Support Guide (PDF) provides the list of documents required to finalise the estate.
You’ll need to obtain a Grant of Probate or Letters Administration (see ‘Additional information’ section) if the value of an estate (balance of solely held accounts with us) is more than $100,000, or we have asked you to obtain it.
Once everything is finalised, we’ll send a letter within 14 days confirming release of funds and account closures.
We need to see certified copies of relevant estate documents (e.g. Will, Death Certificate, Grant of Probate, Letters of Administration),
You can upload these when you notify us online.
If you’ve already notified us online and have your reference number, you can upload any additional documents.
Alternatively, these can be provided in branch (branch staff can certify originals for you) or you can send certified copies to:
Processing Services
Estate Settlement Services
PO BOX 334
Silverwater NSW 2128
Australia
Note: invoices and receipts don’t need to be certified. Please don’t send original documents via mail. Certified copies will do.
Anyone can let us know a customer has passed away, but we can only provide account information to or act on requests from Authorised Estate Representative(s) who have been identified via one of the below methods:
These are granted by the Supreme Court in the state or territory where the estate is held.
In most cases, these documents will only be required when the value of an estate (balance of solely held accounts with us) is more than $100,000 or to discharge a solely held CommBank home loan.
A Grant of Probate is a document issued by the Supreme Court that confirms the validity of a Will and authorises the executor(s) to act.
Alternatively, Letters of Administration may be granted by the Supreme Court giving authority to an administrator to finalise the estate (typically granted when there isn’t a valid will).
See below the process of obtaining in each state:
ACT | NSW | NT | QLD | SA | TAS | VIC | WA
Prior to settlement, we can release money from the deceased estate to pay for other costs like unpaid bills or expenses relating to the estate (strata fees, council rates, electricity, gas, water, home, contents and car insurance). Note: we’re unable to make payments via BPAY.
To make a payment, we need to see relevant invoices or receipts. We also need a payment authority from all Authorised Estate Representatives who have met our Identification Requirements.
To find out more, call our Estate Settlement Services team on 1800 686 153 Mon – Fri, 8:30am – 6.30pm (Sydney/Melbourne time) or +61 2 8629 0143 if you're calling from overseas – select option 1 for new cases, or option 2 for existing cases.
We can release money to cover business expenses when we receive a request from either:
We can also help you organise an ‘Estate of the Late’ account at your nearest branch. It works as a transaction account allowing the executor/s to access money more easily from the estate, and to deposit any cheques made out to ‘Estate of the Late’.
An executor/s will need to provide the last Will & Testament, a Grant of Probate or Letters of Administration, as well as meet our Identification Requirements, to open this account.
Please contact your local branch for any enquiries about new or existing 'Estate of the Late' accounts.
We’ll typically require the below form to release funds and close accounts:
Depending on your circumstances, we may also ask you to complete the below forms. We’ll let you know which forms you need to complete:
To prevent any unauthorised access, we’ll put a stop on your loved one’s accounts and cancel all debit cards linked to these accounts. Once this happens, none of these cards will work. However, some regular payments linked to the debit card may still be processed on a stopped account if a service provider doesn't request authorisation from the Bank before processing a payment.
It’s important to check the account and cancel any regular payments linked to the debit card. To do this, you’ll need to contact the service provider(s) directly. We can give the Authorised Estate Representative/s a list of the regular payments on your loved one’s debit card as well as copies of past statements. We encourage you to check these statements for any regular payments that may have been set up.
Your loved one’s accounts can still receive direct credits until they’re closed – but you won’t be able to transfer money from these accounts. To deposit a cheque in your loved one’s name, you’ll need to visit your local branch or post office
Once the estate is finalised, the accounts will be closed.
Joint bank accounts
Joint bank accounts continue as normal, including if you’re now the only signatory on an account where the method of operation was ‘both to sign’.
No change is required unless you’d prefer the account be amended so it’s only in the surviving account holder’s name (bear in mind you’ll continue to get correspondence addressed to your loved one if you choose not to amend it).
We’ll cancel any credit cards where the deceased person was the primary cardholder. This means all their existing credit cards will stop working. However, some regular payments may still be processed on a cancelled account if a service provider doesn't request authorisation from the Bank before processing a payment.
It's important to check the credit card account and cancel any regular payments. To do this, you’ll need to contact the service provider(s) directly.
We can give the Authorised Estate Representative/s a list of the regular payments on your loved one’s credit card accounts, as well as copies of past statements. We encourage you to check these statements for any regular payments that may have been set up.
If you’re an additional cardholder on a deceased person’s credit card account, your credit card will also be cancelled and you’ll need to apply for a card in your own name. We can help you with this, either in-branch or over the phone. If this could cause financial difficulties for you, contact our Financial Assist team on 1300 720 814 who may be able to help.
If your loved one held an Awards credit card, they may have award points that can be redeemed. If you’re an executor, administrator, beneficiary, additional cardholder, spouse or immediate family, you can claim or use these points within six months of the date that your loved one passed away, by contacting the Awards Contact Centre 13 16 61, 8am to 8pm, (Sydney / Melbourne time) Monday to Friday.
All access and activity related to these accounts will be stopped. Interest continues while the estate is settled. We recommend you seek legal guidance before you consider making any voluntary repayments throughout this period.
We may also place stops on any available redraw until we’ve completed a financial assessment. Please contact our Financial Assist Deceased Estates team on 1300 720 814 for any questions on available redraw.
Joint Home Loans
Unless you’re planning to sell the home or pay off the loan using super or insurance, we may be able to transfer the Certificate of Title to the surviving loan holder(s). The loan will stay in joint names until the estate is finalised, either from the sale of the property, or the refinance of the loan into the surviving borrower’s name.
We can help you with this. Our Financial Assist Deceased Estates team will proactively contact you. You can call them on 1300 720 814 if you’d prefer. This team can also help you if, as a joint loan account holder, you’re finding it difficult to keep up with the home loan repayments on your own.
Joint personal loans
If you’re the joint account holder, you’ll need to continue to make loan repayments. Unless you’d prefer the loan to be changed so it’s only in your name, there’s nothing more you need to do (bear in mind you’ll continue to get documents addressed to your loved one as a result).
For Term Deposits held only in your loved one’s name, we can release money before the Term Deposit maturity date as part of the estate settlement. All fees and charges for early withdrawal will be waived, and interest accrued up until account closure will be paid.
The Authorised Estate Representative can provide instructions to renew a Term Deposit in the holding facility or prior to maturity.
If the deceased customer’s instructions were to close the Term Deposit at maturity, the Authorised Estate Representative can provide instructions prior to the maturity date (not on the maturity date) to renew the Term Deposit for a new term. For more information, please see the Term Deposit T&Cs.
If your loved one had a safe custody facility, we can organise for the Authorised Estate Representative/s to retrieve their Will or other important documents from the safe custody facility on your request.
Any joint safe custody packets, boxes or vaults in the deceased person’s name can continue as is. Let us know if you’d like to change the name to the surviving account holder – if you choose not to, any correspondence from us will still be addressed to the deceased person.
If you decide to put the safe custody facility in the surviving facility-holder’s name, we’ll need to close it, then open a new one in the new holder’s name.
If your loved one has an Essential Super1 account, contact Colonial First State on 13 40 74 Mon – Fri, 8:30am – 6pm (Sydney / Melbourne time)
When we hear from you, we’ll stop any premiums for insurance held in their super account. Once we’ve reviewed the claim, we’ll also refund any premiums charged after the date of their death.
If your loved one has life insurance, you should contact the insurer to cancel their cover and to find out if you’re able to make a claim.
Life insurance policies purchased through CommBank are managed by AIA Australia.2 You can contact AIA on 1800 333 613 Mon - Fri, 8am - 6pm.
If your loved one had general insurance policies such as home or car insurance provided by Hollard3, it will remain in place, unless you choose to cancel it. This means you’ll need to continue paying the premiums.
To cancel insurance or change the policy owner details, please call 13 24 23, Monday to Friday, 8am – 8pm or Saturday, 8am – 5pm (AEST).
Business accounts, loans or facilities (including merchant terminals) may be stopped to prevent further transactions, like periodic payments or direct debit authorities. This also means that any cheques made out to this stopped account will be returned unpaid.
Let us know immediately if you need us to keep making crucial business payments e.g. wages or bills. You’ll need to confirm this in writing signed by either:
You can send us invoices and bills that the business needs to pay. We’ll assess each request and let you know the outcome.
Send documents to:
Post:
Processing Services
Estate Settlement & Services
PO BOX 334
Silverwater NSW 2128
Australia
Or
Take them into your nearest branch.
As a security measure, we’ll stop any debit and credit cards linked to the deceased’s business accounts - no one will be able to use these cards. Some regular payments will stop, but others may continue. We can give the Authorised Estate Representative a list of the regular payments on the deceased’s accounts.
Joint business accounts
If the deceased had a joint business account with someone else, we’ll need to close it and open a new one in the name of the new business owner(s). If they don’t already bank with us, they’ll need to complete an ID check in-branch. Here’s a list of documents to take to the nearest CommBank branch.
The deceased’s business Relationship Manager can also help.
If you’re having difficulty keeping up with the repayments on any joint business loans, call us on 13 26 07 and we’ll work with you to develop a solution to meet your needs.
It takes time to get back on your feet when you lose a partner. If you’re feeling unsure or concerned about your finances, our Financial Assist Team can help you take practical steps towards financial security.
Unless you’re a joint account holder (or a Guarantor) you won’t be responsible for the debts owed by your loved one’s estate.
If the estate is in financial hardship, explore the ways we can help.
CommBank’s Customer Support Service is a confidential and independent counselling service available 24/7 to support customers who are dealing with personal issues. Call 1300 360 793.
In an emergency, please call 000 or contact Lifeline on 13 11 14.
Australian Centre for Grief and Bereavement (ACGB)
A not-for-profit organisation established to provide a range of education, counselling, research and clinical services for those working in and affected by experiences of grief and bereavement.
Australian Taxation Office (ATO)
The ATO outlines the tax responsibilities associated with deceased estates. If you’re the executor of a deceased estate, you may need to lodge a final tax return on behalf of the deceased person.
Birth, deaths and marriages registry
This registry is run by your state or territory government and provides death certificates.
Centrelink
Centrelink is an organisation provided by the Federal Government and can provide insight into areas such as where to obtain a death certificate and organising a funeral.
Person/s appointed by the court to manage a deceased person’s Estate when there’s no Will.
Person/s we are able to share the deceased customers’ account details and information with, and who can provide payment or account closure instructions to us. Depending on the circumstances, they might be administrator/s, executor/s, or the immediate next-of-kin.
Someone who receives or shares in the proceeds from a deceased person’s Estate.
A copy of an original document, signed by a Justice of the Peace or other person who has legal authority, to say that it is a true copy of the original document.
An official document issued by the Registry of Births, Deaths and Marriages containing the information registered when someone passes away. It includes the date, place and cause of death.
Property and assets of someone who has passed away.
A new account set up and managed by the deceased person's executor, after the person has passed away. The executor can deposit the deceased person's money, such as tax refunds or insurance proceeds, into this account. They can then disburse this money to the beneficiaries of the estate.
Person/s named in a Will who takes charge of the deceased’s assets and property. This includes ensuring all expenses (funeral costs, debts or any outstanding invoices) are paid. The Executor also distributes the remaining assets to the beneficiaries in accordance with the Will.
A document issued by the Supreme Court that confirms the validity of a Will and authorises the executor/s to act.
When someone has passed away without leaving a valid Will.
Letters of Administration are documents granted by the Supreme Court, giving authority to an administrator to collect and distribute the assets of the Estate, in the absence of a valid Will.
The closest living relative of the deceased
A formal document where a person, known as the principal or donor, gives the legal authority to someone to look after their financial affairs. This authority ceases upon the death of the principal/ donor.
A tax invoice is an original invoice for payment. The invoice must include the words ‘tax invoice’ stated prominently, the name and ABN of the supplier, the date of issue, a brief description of the service provided, and the total price invoiced (including GST). A tax invoice is a request for payment, rather than a tax receipt which has been paid (see below).
A tax receipt must include the same information listed under tax invoice above, and be presented in the form of a receipt or as an invoice which has been stamped and dated as ‘Paid’.
A legal document which specifies how someone wishes their Estate to be distributed after their passing.
1 Avanteos Investments Limited ABN 20 096 259 979, AFSL 245531 (referred to as Colonial First State, CFS, ‘we’, ‘us’ or ‘our’) is the Trustee of Essential Super ABN 56 601 925 435 and the issuer of interests in Essential Super. Essential Super is distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (the Bank). The CFS Group consists of Superannuation and Investments HoldCo Pty Limited ABN 64 644 660 882 (HoldCo) and its subsidiaries, which includes CFS. The Bank holds an interest in the CFS Group through its significant minority interest in HoldCo.
This information is issued by CFS and may include general financial product advice but does not consider your individual objectives, financial situation, needs or tax circumstances, and so you should consider the appropriateness of the advice having regard to your circumstances before acting on it. The Target Market Determination (TMD) for Essential Super can be found at cfs.com.au/tmd and includes a description of who the financial product is appropriate for and any conditions on how the product can be distributed to customers. You should read the Product Disclosure Statement (PDS) and the Reference Guides for Essential Super carefully and consider whether the information is appropriate for you before making any decision regarding this product. Download the PDS and Reference Guides at commbank.com.au/essentialsuper-documents or call us on 13 4074 for a copy.
None of the Bank, HoldCo, CFS, nor any of their respective subsidiaries guarantee the performance of Essential Super or the repayment of capital by Essential Super. An investment in this product is subject to risk, loss of income and capital invested. An investment in Essential Super is via a superannuation trust and is therefore not an investment in, deposit with or other liability of the Bank or its subsidiaries.
The insurance provider is AIA Australia Limited ABN 79 004 837 861, AFSL 230043 (AIA Australia). AIA Australia is not part of the Commonwealth Bank Group or CFS. Insurance cover is provided to eligible members of Essential Super under policies issued to CFS.
3 General Insurance such as Home Insurance and Car Insurance are provided and issued by Hollard Insurance Partners Limited ABN 96 067 524 216, AFSL 235030 (Hollard) and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). Hollard is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of Hollard or the products Hollard offers and these insurance products do not represent a deposit with or liability of either CBA or any of its related bodies corporate.
