Your account FAQs

Losing a loved one - Deceased Estates

Supporting you during a challenging time

The loss of a family member or friend can be an incredibly difficult and emotional time and dealing with their finances can feel confusing and overwhelming. We are here to support you during this time by making the process of finalising their banking as easy and simple as possible.

On this page you’ll find an overview of how we can help you with their banking arrangements, what steps you may need to take and what you may expect from us to finalise these arrangements.

On this page we’ll refer to a ‘Representative’. This means a representative who is entitled by law to deal with the deceased estate, such as an Executor, Administrator, or Next of kin.    

What do I need to do?

Notify Us:

Let us know about your loved one’s passing as soon as possible, so that we can help support you. We’ll handle your situation with care and respect.

We want to make the process of notifying us as easy as possible, so when you are ready, choose an option below that you are most comfortable with:

 

Where possible, it will help us if you have the information below available when you notify us:

  • Your loved one's date of birth and date of death
  • Your contact details and how you were related to your loved one
  • Any details you already have of any account(s) your loved one has with us.

 

Accessibility

We understand you may prefer to speak to us in a language other than English. If you would rather speak to us in another language, we can arrange for an interpreter to help you when you call us.

If you are deaf, hard of hearing or have a speech impairment, we welcome calls through the National Relay Service. For more information, visit our contact us support page. 

What do I need to provide?

When you notify us of the passing of your loved one, we will need some documents from you.

We will ask you to provide certified copies of Proof of Death documents such as:

  • Death certificate
  • Medical certificate
  • Solicitor or coroner's letter
  • Police report.

Anyone can notify us of the loss of a loved one. However, before we can share information about your loved one’s accounts, you will need to be an authorised representative of their estate.

We will ask you to provide certified copies of:

  • a signed Will naming you as the executor; or
  • if there is no Will a death certificate naming you as the next of kin.

Unless you are already a bank customer, we will need to identify you and will need acceptable photo identification such as:

  • Australian driver's licence 
  • Passport
  • Proof of age card. 

If there are several Representatives, for example, joint executors appointed in a Will, then we will need to identify both executors.

We may also ask for certified copies of:

  • Grant of Probate
  • Letters of Administration.

At any point in time, you can appoint a legal representative to act on your behalf. Your legal representative will need to provide us with the documents outlined above. 

What happens after you notify us?

To prevent unauthorised activity and to keep your loved one's account(s) secure, we will promptly take action on accounts and services held in their sole name. 

 

Online banking

Removing online and mobile app banking access.

 

Transaction and Savings Accounts 

Placing a hold on all accounts, which will restrict debit and credit payments, removing signatory access to these accounts, cancelling all direct debits and transfer orders, cancelling visa/debit card access and cancelling all cheque books.

Any credit payments to the account, after the hold is placed on the account, will be returned to the sender.

Any interest on savings accounts will still be paid until the account is closed.

We can provide the Representative with a list of all the recurring payments and direct debits for each transaction and savings account.

If the account has any recurring payments on a Debit card (such as subscription services, utility bills, mobile phone bills), you will need to contact the merchant or service provider to cancel these payments or make alternative payment arrangements.

If your loved one holds other accounts with BOQ Group (BOQ, BOQ Finance, Virgin Money Australia or ME Bank), then we will support you in identifying and managing these accounts. 

We will also let you know what the next steps are before we release funds held in the accounts.

 

Joint Accounts

The joint account holder can continue to operate joint transaction and savings accounts if the other account holder has passed away. We will transfer the joint accounts into the name of the surviving joint account holder(s) once we obtain a certified copy of a Proof of Death document.

 

Term Deposits

Term Deposits held solely in the name of your loved one can be closed and the funds released prior to the Term Deposit maturity date or can continue until the maturity date.

We will waive any fees and charges for early withdrawal. Interest will accrue and will be paid until the date the Term Deposit is closed.

Personal Lending Facilities

Home Loans and Personal Loans (includes Line of Credit and Overdrafts)

If your loved one held a Home Loan or Personal Loan in their sole name, then we will remove any redraw access available to these accounts. Interest on the loan will continue to accrue until the loan is paid out. You can contact the Deceased Estates Team on 1300 406 372 to discuss options to pay out and close the loans.

If your loved one held a Line of Credit facility or Overdraft account in their sole name then we will restrict these accounts which will prevent any further withdrawals from the accounts, including recurring payments and direct debits. Interest on the loan will continue to accrue until the loan is paid out. We can provide the Representative with a list of all the recurring payments and direct debits.

Joint Home Loans and Personal Loans (includes Line of Credit and Overdrafts)

The other joint borrower(s) or the Estate will need to continue making loan repayments. Interest on the loan will continue to accrue until the loan is paid out.

You can contact the Deceased Estates Team on 1300 406 372 to discuss options such as paying out and closing the loan or refinancing/restructuring the loans.

If you are worried you can't pay what you owe, won't be able to manage your upcoming repayments, or if you are having difficulty meeting your repayments – we are here to help. For more information on how to apply for Financial Difficulty Assistance, visit https://www.boqspecialist.com.au/important-information/financial-hardship.

Credit Cards

If your loved one held a Credit Card account in their name then we will cancel the primary and additional credit cards that have been issued. 

If the account has any recurring payments (such as subscription services, utility bills, mobile phone bills), you will need to contact the merchant or service provider to cancel these payments or make alternative payment arrangements.

For more information, please see the Frequently Asked Questions or get in touch with us. 

Business Accounts and Lending Facilities

If your loved one was a partner of a partnership, officeholder of an association, company director or trustee of a trust, we recommend you seek independent legal and/or financial advice.

Who can access account information and provide instructions?

There are a range of authorised representatives who can access your loved one’s account information and provide us with instructions. Keep in mind, if you are an authorised representative listed below, you can appoint a legal representative at any time to act on your behalf.

Authorised representatives who can obtain account information from us:

  • Executor, named in a Will
  • Administrator, named under Letters of Administration
  • Next of Kin
  • Solicitor/Lawyer

Authorised representatives who can provide instructions to us:

  • Executor, named in a Will. Where the combined total value of funds held in the account(s) with us is $75,000 or greater, we will require a certified copy of Grant of Probate.
  • Administrator, named under Letters of Administration. If the combined total value of funds held in the account(s) with us is $15,000 or greater and there is no Will, then we will require a certified copy of Letters of Administration.
  • Next of Kin. If the combined total value of funds held in the account(s) with us is $15,000 or less, then the Next of Kin named in a Death Certificate will be the Estate Representative who is able to provide us with instructions.
  • Solicitor/Lawyer.

Funeral and estate expenses

You can ask us to pay funeral and Estate related expenses from your loved one’s accounts if there are sufficient funds available in the accounts.

These expenses may include funeral costs, government payments and costs to protect the Estate (e.g. insurance).

To arrange for the release of funds, you can contact the Deceased Estates Team on 1300 406 372. You will need to provide a copy of the original invoice in the name of your loved one or in the name of the Estate of the Late. 

If you are a Representative and want us to reimburse you for expenses you have paid, then we will need a copy of the original tax receipt/s.

If the account has insufficient funds for the full payment of the expenses, then the balance in the account/s can be used as a part payment of the bill. The account will then be closed once the payment is made. 

Finalising the estate

Once we receive all the necessary documents (including completed claims forms as required), instructions from the Representative and once any loans held by your loved one have been paid out, we will then close all personal accounts held in your loved one's sole name and release the funds.

Key Documents and Terms

We have provided some helpful information and supporting links to help you with the documents you require.

Death Certificate

You can contact the Registry of Births, Deaths and Marriages in the state or territory where your loved one’s death was registered. 

Usually only a person named as the spouse, partner, parent or child of the person who has passed away can apply for a death certificate.

For more information, for each state, refer here:

Will

If you have not been told where the latest Will is located and you cannot find it at your loved one’s home, ask their solicitor, accountant, financial advisor, other family members or close friends if they know of its whereabouts.

If they have not left a Will, they are considered to have died intestate. Letters of Administration may be needed

Grant of Probate or
Letters of Administration

These legal documents are granted by the Supreme Court in the state or territory where the estate is held. 

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. 

Letters of Administration may be granted by the Supreme Court giving authority to an administrator to finalise the estate (these are commonly granted where there isn't a valid Will or no Will).

For more information, and on the process of obtaining either a Grant of Probate or Letters of Administration for each state, refer to the below:

Other organisations that can provide assistance and support

Losing a love one can be incredibly difficult and there is external support available to help. We have provided a list of support available to you during this difficult time. 

 

Grief Counselling:

If you or someone you know is at immediate risk of harm, please contact emergency services on 000.

 

Government Support:

You may need additional government services to help you finalise your loved one’s Estate.

FAQs
and Glossary of Terms

  • What is an Estate of the Late Account?

    An Estate of the Late Account is a bank account that can be opened by Executors or Administrators. It is used to manage the financial affairs of the estate including receiving and holding funds related to the estate. This account allows the Executors or Administrators to distribute the estate assets and manage any estate related expenses.

  • What if I am an attorney appointed under a Power of Attorney for a person who has passed away?

    A Power of Attorney is no longer valid, and we can no longer provide you with information or access to their accounts and services unless you are an identified Estate representative.

    This will also apply if you were a signatory on their account or acted as a financial administrator for the person who has passed away.

  • What happens if government payments have been received after the death of a loved one?

    Occasionally, payments from a government department (e.g. Centrelink, the Department of Veteran's Affairs) are credited to your loved one's accounts after the date of death. We are obliged to return these payments to the specific department if requested by that department.

  • What needs to happen to the loans and debts in the name of the person who has passed away?

    It is important to understand that when a person passes away, the Representative is responsible for paying any debts the person has from any money or property they leave behind (their Estate). We can work with you and support you in the steps to complete this.

  • What happens to the credit card facility after the cards have been cancelled?

    If possible under the account's terms and conditions, we will offset the outstanding credit card account debt from any transaction and savings accounts before the Estate is finalised. 

  • How long will Estate funds take to be released when instructed?

    Depending on the accounts held by your loved one, the time required to release the Estate funds will vary. We will send you a letter confirming payments and account closures once this has been completed. 

  • Glossary of Terms

     

       
    Administrator Person(s) appointed by the court to manage an Estate when there’s no Will or no valid Will.
    Beneficiaries People who are entitled to a portion of the assets of the Estate. They are usually named in the Will.
    Certified Copy 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.
    Direct Debit The regular payments from a deposit account. This is where you have given your deposit account details (BSB and account number) to allow a merchant or service provider to debit your account regularly to pay for the services they provide you. 
    Deceased Estate Refers to all the property, assets and liabilities belonging to the person when they passed away.
    Estate of the Late Account A new account set up by the Executor(s) or Administrator(s) of an Estate after a person has passed away. The account can receive funds that are part of the Estate and can be used to distribute funds to the beneficiaries of the Estate.
    Executor The person(s) nominated in the Will to administer and distribute the Deceased Estate. 
    Grant of Probate/Probate A document issued by the Supreme Court (of the relevant state or territory) that confirms the Will is valid, and the Executor(s) has/have authority to administer and distribute the Deceased Estate. 
    Intestate When someone has passed away without leaving a valid Will.
    Letters of Administration Documents granted by the Supreme Court (of the relevant state or territory) which allows the administrator(s) (the person who is appointed by the Court) to administer and distribute the Deceased Estate when there is no Will or no valid Will.
    Next of Kin The closest living relative of the person who has passed away, who is 18 years or older identified in the death certificate and who is entitled at law to deal with the Estate.  
    Recurring Payments The regular payments from credit or debit cards. This is where you have given your credit or debit card details (card number, expiry date and security code) to allow a merchant or service provider to charge your credit or debit card regularly to pay for the services they provide you.  
    Representative Person(s) we can share account details and information with, and who can provide payment or account closure information. This may be Executor(s), Administrator(s), or a next of kin.  
    Will A legal document typically nominating a person(s) to administer the Deceased Estate and with directions for how the person who has passed away would like their property and other assets distributed after their death.  
  • Important Information

      The information contained in this webpage is general in nature and has been provided in good faith, without taking into account your personal circumstances. While all reasonable care has been taken to ensure that the information is accurate and opinions fair and reasonable, no warranties in this regard are provided.