If you've recently suffered the loss of a family member or friend, we can help you at this difficult time.
If you’ve notified us online previously and have your reference number, you can upload additional documents online. Manage existing notification
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.
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.
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 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 Super 1 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 Hollard 3 , 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).
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:
Processing Services
Estate Settlement & Services
PO BOX 334
Silverwater NSW 2128
Australia
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.