Deceased Estates.
Customer Support Guide
We're sorry for your loss.
We understand that administering a deceased estate can be a difficult and emotional process. Our teams are here to support you through the deceased estate process and help you understand the steps involved, the information we may need and the options available to administer the loan.
The support we provide will depend on the circumstances of the estate. While some matters can be resolved quickly, others may take longer depending on the information and documentation required.
We'll work with you throughout the process and keep you informed of any next steps.
What you’ll need.
Every estate is different. Depending on the circumstances, we may ask for:
- A Death Certificate.
- A Will (if one exists).
- Grant of Probate.
- Letters of Administration.
- Identification documents.
- Contact details for the authorised representative of the estate.
If you don't have all of these documents yet, please contact us and we'll explain what information can be provided initially.
Who can act on behalf
of the estate?
For privacy and security reasons, we can only discuss account information with an authorised representative. This may include:
- An Executor named in a Will
- An Administrator appointed by a Court
- A Public Trustee
- An authorised legal representative
If authority has not yet been established, we may only be able to provide general information.
What happens
to the loan?
Every estate is different. Depending on the circumstances:
- The loan may continue to be repaid by the estate or a surviving borrower.
- The property/asset may be sold and the loan repaid.
- The loan may be refinanced.
- Alternative arrangements may be considered where additional time is required to administer the estate.
If there is a surviving borrower, we will work directly with them regarding the ongoing loan arrangements.
If you’re Experiencing Financial Difficulty.
If you are concerned about ongoing repayments, please let us know as soon as possible. Support options may be available depending on your circumstances.
The time required will depend on the circumstances of the estate and the documents required. Some matters may be resolved within a few weeks, while others may take several months.
We understand Probate and Letters of Administration can take time. Please contact us and we'll explain what information we can provide while the estate is being administered.
The estate may require Letters of Administration before certain requests can be completed.
We can work directly with the estate's solicitor or conveyancer regarding payout figures, discharge documents and settlement requirements.
Contact Us.
If you need assistance, please contact our Customer Care Team.
When contacting us, it may be helpful to have:
- the deceased person's full name;
- the loan number (if available);
- your contact details; and
- any estate documents you currently hold.