Support when someone passes away
You’re not alone during this deeply difficult time. We're here with practical guidance – from letting us know, to funeral costs and finalising a deceased estate.
We're here for you
What to expect
When a loved one dies, settling their accounts can feel overwhelming. When you’re ready, we’ll guide you through every step. The first is letting us know. It helps us protect the estate and understand their accounts.
- Anyone can notify us
- Only the Next of Kin or Executor can manage the estate, or a legal representative of the estate.
In summary
Your steps may include:
Notify us
Understand how we protect accounts
Act for the estate
Pay bills, request expenses
Arrange funds release, finalise accounts
Accessibility & support
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If you are deaf, hard of hearing, or have speech/communication difficulty, choose your access option detailed on the National Relay Service and provide our phone number (02) 9155 7714 when asked by the Relay Officer.
Our mob are ready to help you. Free call 1800 230 144, 9am-6.30pm (ACST), Mon-Fri. We can arrange a free translator in some languages.
Feeling overwhelmed?
If you need a hand or just want to talk things through, our Estates team are here, 9am-5pm (Sydney time), Mon-Fri.
What you need to do
Explore your options within these 5 steps.
- 1. Notifying us
- 2. Protecting accounts
- 3. Acting for the estate
- 4. Paying expenses
- 5. Finalising accounts
Step 1 – notifying us
Anyone can let us know when someone’s died. This will help protect the estate from fraud.
Call our Estates team
You can notify our team of deceased estate specialists. They'll also guide you through the next steps, and manage settling the estate.
- 1300 130 240, 9am-5pm (Sydney time), Mon-Fri
- From overseas: +61 2 9155 7590
Visit any branch
You can visit any branch for guidance. We recommend booking an appointment and completing the Form beforehand.
Email the Estates team
Please email the Form and certified copies of documents to estatesmanagement@westpac.com.au
Online
If the death was registered in Australia, you can notify us using the government’s deathnotification.gov.au service. It lets you notify Westpac and other participating organisations in one place, like utilities, councils, super and insurance.
Documents you’ll need to notify us
| Notifying us | Documents |
|---|---|
| Required | Completed and physically signed Deceased Customer Notification & Estate Form (PDF 388KB) |
| Required | Proof of Death – certified copy of any one:
|
| If you’ve engaged a solicitor | Solicitor’s letter confirming the date of passing, full name and date of birth. |
Where to send documents
Please send the Form and only certified copies of documents to:
- Email: estatesmanagement@westpac.com.au
- Mail: (no originals as they may be destroyed) Estates Management - Mailstop 28.A.1, GPO Box 3433, Sydney, NSW 2001
- In-branch: bring the completed Form, booking an appointment can save you time.
Paying for the funeral
There’s no rush. You can request a payment whenever you’re ready - now, or later (see step 4).
- First, check if they have a prepaid funeral plan.
- Complete the funeral section (Section 3) of the Deceased Customer Notification & Estate Form (PDF 388KB).
- Include the invoice/tax receipt.
- Extra funeral costs usually aren’t covered.
Paying from the estate account
We may be able to pay from the estate funds.
- If there are enough funds, we’ll pay the funeral provider for you.
- If there aren’t enough funds, we’ll make a part payment with what’s available and close the account.
Reimbursements
A reimbursement request must be completed by an Authorised Estate Representative.
What we’ll do next
Within 14 business days, we’ll write to you confirming how we’ve protected the accounts and what to do next.
Authorised Estate Representatives (see step 3) or the legal representative of the estate will also receive a letter.
Step 2 – understanding how we protect accounts
As soon as we’re notified, we inform all parts of the Westpac Group and take steps to prevent unauthorised account use. We’ll let you know if anything else is needed.
We understand this can have financial and emotional impacts on you and others. Some estate bills and expenses may be paid from the estate (see step 4).
Call the Estates team for practical support
If you need help paying bills or making other arrangements, our Estates team are here to support you and talk you through the next steps.
- 1300 130 240, 9am-5pm (Sydney time), Mon-Fri
- From overseas: +61 2 9155 7590
Need help with repayments?
Ask us about a financial hardship arrangement. If you’re having trouble paying your Westpac loan or credit card, or you’ve lost your main household income after the death of your partner or carer, help may be available. Call Westpac Assist on 1800 067 497, 8.30am-7.30pm (Sydney time) Mon-Fri, or 9.30am-6pm Sat.
You can also apply online.
What happens to the accounts
Sole accounts
We place a permanent hold on all transaction and savings accounts:
- Money can’t be withdrawn
- A restraint stops Direct Debits and recurring payments, like utility bills and loans (see step 4)
- Payments into the account can continue.
Joint accounts
- Joint account holders keep access as usual
- Secondary credit cards are cancelled
- Accounts are transferred to the surviving account holder once we receive the death certificate.
Sole accounts
Accounts are restricted to prevent withdrawals (except certain estate expenses, see step 4). Deposits may continue. All authorities and signatories are removed, and Powers of Attorney are no longer valid after death.
Joint accounts
The surviving joint holder keeps full access. The account will be transferred into their name once we receive a certified Death Certificate.
Sole accounts
In certain circumstances, we allow a break in a term deposit for funds to be released for funeral expenses. The Next of Kin, Executor or Administrator has the option to continue the term deposit until maturity or request the funds to be released prior to maturity. We will need certain documentation in order to be able to release the funds before the end of the term deposit term. No interest rate adjustments and the standard 31-day notice period will not apply for early withdrawal of the term deposit. Interest will accrue up until the date of closure.
Joint accounts
In certain circumstances, we may allow funeral costs to be paid from this account upon instruction from the surviving account holder.
We will waive the standard 31-day notice period to close the term deposit before maturity and won’t apply any interest rate adjustments for breaking the term early.
For more information on term deposits, please refer to our Loss of a loved one support guide (PDF 337KB).
When the Primary cardholder dies we cancel secondary cards. Any debt is offset from available accounts, where permitted. If you’re the secondary cardholder, you can apply for a new card (subject to approval) in the Westpac App, online or in-branch.
Loan repayments must continue, interest will accrue and access is restricted on sole accounts. We can help the estate with title deeds and, if needed, hardship support.
Repayments must continue for joint holders or the estate, and interest will accrue. Reach out for support if repayments can’t be met and, if needed, hardship support.
Claims can be lodged directly with the insurer by phoning the insurance provider during business hours.
Contact the super provider for instructions on claiming benefits.
Beneficiaries should get independent advice. To make any changes, please visit a branch.
What we’ll do next
You'll get a letter within 14 business days, confirming how the accounts are protected and what happens next.
Authorised Estate Representatives (see step 3) or the legal representative of the estate will receive a Certificate of Product. And a letter explaining how to finalise and close those accounts.
Good to know
Leaving accounts open
It’s a good idea to keep the accounts open to receive estate payments for things like super and tax refunds. Reopening accounts later is difficult.
Protecting their estate
Use our Letting others know checklist (PDF 88KB) to see who else you may need to notify.
As soon as you can:
- Let organisations know
- Find important documents that will need to be returned or cancelled, like passports and driver licences.
Mail in your loved one’s name
You may receive mail for a short time after notifying us. This is because mail is prepared for posting several weeks beforehand. If you continue getting mail, please let our Estates team know.
Step 3 – acting for the Estate
Becoming an estate representative
We can only give account information to an Authorised Estate Representative (Executor, Next of Kin, Administrator), or the legal representative of the estate.
Documents you’ll need to notify us
As the Next of Kin or Executor of the Will, you’ll need to become an Authorised Estate Representative.
There’s no single legal definition of ‘next of kin’ in Australia. Who this is can depend on state or territory laws.
If someone dies intestate (without a Will), the law decides who inherits the estate. Debts are paid first, then the remaining funds are distributed.
Who’s usually the Next of Kin
This is often the spouse or de‑facto partner, then adult children, then parents.
What the Next of Kin may do
- Help with early decisions, like funeral arrangements and notifying organisations.
- When legally authorised to do so, the Next of Kin also manages the estate.
If there’s no Will and no eligible Next of Kin, the estate may pass to the State.
They're a person named in the Will to carry out the instructions after someone dies. This includes managing assets, paying debts and distributing the estate. There can be multiple Executors.
Becoming an Estate Representative |
Document |
|---|---|
| Required | Completed and physically signed Deceased Customer Notification & Estate Form (PDF 388KB) |
| Required evidence of entitlement | I’m the Next of Kin: certified copy of the Death Certificate. I’m the Will’s named Executor: certified copy of the Will. |
| Your required ID | Certified copy of either: 1 Primary Photographic ID (like an Australian Passport) Or 1 Primary Non-Photographic ID (e.g. Australian Birth Certificate) and 1 Secondary ID (e.g. recent utilities notice). See Form for full list. |
| If you have engaged a solicitor | Solicitor’s letter confirming they’ve been engaged to act on your behalf. |
How to ID yourself
Please send the Form and only certified copies of documents to:
- Email: estatesmanagement@westpac.com.au
- Mail: (no originals as they may be destroyed) Estates Management - Mailstop 28.A.1, GPO Box 3433, Sydney, NSW 2001
- In-branch: bring the completed Form, booking an appointment can save you time.
What we’ll do next
Within 14 business days we’ll send Authorised Estate Representatives:
- A Certificate of Product, showing the account balances.
- A letter explaining how to finalise and close the accounts.
You may get a letter from each Westpac Group brand, such as St.George, Bank of Melbourne, BankSA, BT and RAMS.
Step 4 – paying bills, requesting expenses
- We can help pay some approved bills from the estate, including rates, certain loan repayments and service provider costs.
- Bills are paid directly from the estate account after we receive your request Form and documents.
- First, check if the deceased has a prepaid funeral plan.
- Extra funeral costs usually aren’t covered.
- You can request funeral payment while you’re notifying us (see step 1) or later.
Paying from the estate account
We may be able to pay from the estate funds.
- If there are enough funds, we’ll pay the funeral provider for you.
- If there aren’t enough funds, we’ll make a part payment with what’s available and close the account.
Reinbusements
A reimbursement request must be completed by an Authorised Estate Representative.
Acceptable payments
Even without Probate, they can include:
- Funeral costs
- Rates and utility bills for a property solely in the deceased’s name
- Final service bills, such as phone or internet
- Loan repayments held with us, in the deceased’s name only
- Probate application fees
- Medical fees
- Aged care facility bills.
Payments not covered
We can’t usually pay:
- Solicitor fees
- Bills on a property that was jointly owned
- Travel costs for family members to attend memorials or funeral services
- Loans held with other financial institutions
- Any other costs that are not directly associated with the estate itself.
We understand that protecting the accounts may have financial impacts on you and others.
Call the Estates team for practical support
Our Estates team offer specialist care. If you need to make alternative arrangements to pay bills, they’ll guide you with a full list of what you need to do.
Call 1300 130 240, 9am-5pm (Sydney time), Mon-Fri.
Need help with repayments?
Ask us about a financial hardship arrangement. If you’re having trouble paying your Westpac loan or credit card, or you’ve lost your main household income after the death of your partner or carer, help may be available. Call Westpac Assist on 1800 067 497, 8.30am-7.30pm (Sydney time) Mon-Fri, or 9.30am-6pm Sat.
You can also apply online.
Documents you'll need
| Paying estate bills, requesting expenses | Document |
|---|---|
| Required | Completed and physically signed Deceased Estate Instructions & Expense Payment Form (PDF 327KB) |
| Required | Proof of Death – certified copy of any one:
|
| Your required ID | Certified copy of either: 1 Primary Photographic ID (e.g. Australian Passport) Or 1 Primary Non-Photographic ID (e.g. Australian Birth Certificate) and 1 Secondary ID (e.g. recent utilities notice). See Form for full list. |
| Required | A copy of the invoice |
| Required if the bill’s paid |
|
How to submit a payment request
Please send the Form and only certified copies of documents to:
- Email: estatesmanagement@westpac.com.au
- Mail: (no originals as they may be destroyed) Estates Management - Mailstop 28.A.1, GPO Box 3433, Sydney, NSW 2001
- In-branch: bring the completed Form, booking an appointment can save you time.
What we’ll do next
We’ll review your request and let you know the outcome in writing. If approved, we’ll make the payment.
Other help
You may also be able to get help through:
- Government bereavement payments (for eligible Australians), like Centrelink or the Department of Veterans’ Affairs
- The estate super account, or early access to your own super
- Some private health funds or unions.
Step 5 – finalising accounts
The final step is letting us know how you’d like the accounts finalised.
As the Executor or Administrator, you’ll instruct us to either:
- Close the accounts and pay beneficiaries
- Open an Estate of the Late trust account
Choosing to close accounts
When all money is available in the accounts and there are no further anticipated bills or payments to be processed, the Authorised Estate Representative may choose to close the accounts and distribute the funds available to the beneficiaries.
Choosing an Estate of the Late trust account
If super and other payments are still due, and bills need to be managed, the Executor/Administrator can open an Estate of the Late trust account to handle this before paying beneficiaries.
Good to know
- No two estates are the same – some are finalised in weeks, whereas complex estates that need decisions from several people can take months.
- Consider keeping transaction, savings or term deposit accounts open to receive expected payments, like tax refunds and super.
- Opening an Estate of the Late trust account? All Executors or Administrators must either have an active Westpac customer profile, or present ID in-branch to create a profile.
- We’re unable to follow instructions set out in the Will itself, and will only act on the instructions provided in the Form.
- Prefer the legal representative of the estate to instruct us? We can’t accept instructions directly from them. Instead, have them submit your completed Form on your behalf.
Documents you'll need
Depending on the estate, we may need one of these legal documents before we can release money. And we’ll let you know in writing.
Probate
- Only executors named in the Will can apply for probate.
- May not be needed if everything was jointly owned, or if the estate is small.
- Usually needed if the person who died owned property in their name only, or had bank accounts, shares or investments that can’t be legally released without it.
Letters of Administration
If there’s no Will or available Executor, the Next of Kin or another eligible person can apply for this document.
Westpac is unable to provide legal or financial advice in relation to the administration of a deceased estate. We encourage you to obtain independent legal and financial advice.
A certified copy of either:
- 1 Primary Photographic ID (like an Australian Passport)
- Or 1 Primary Non-Photographic ID (like your Australian Birth Certificate) and 1 Secondary ID (like a recent utilities notice).
The full list is on the Form.
Total account value held with the Westpac Group |
Documents |
|---|---|
| Under $100,000 and no secured loans |
|
| At least $100,000. Or with a secured loan. Or you want to open an Estate of the Late trust account |
|
How to instruct us
Please send the Form and only certified copies of documents to:
- Email: estatesmanagement@westpac.com.au
- Mail: (no originals as they may be destroyed) Estates Management - Mailstop 28.A.1, GPO Box 3433, Sydney, NSW 2001
- In-branch: bring the completed Form, booking an appointment can save you time.
What we’ll do
Once we have your documents and signed Form, we’ll start acting on your instructions and keep you informed along the way.
We’ll send a letter to confirm what we’ve done. When an account is closed, you’ll also receive a final statement.
Key resources
Frequently asked questions
It’s everything a person owned or owed when they died, like money, property and debts. A Will explains how these are shared.
Let us know as soon as you can. If you’re not quite ready, you can ask family or a friend to do this for you. This will protect your loved one's accounts. The 5 steps will guide you through.
And if you need a hand or just want to talk things through, call our Estates team on 1300 130 240, 9am-5pm (Sydney time), Mon-Fri.
You’ll need the last known signed and witnessed version of the Will.
- Check their home first. Then contact their solicitor, banks or financial adviser.
- There may be more than one Will. Some aren’t valid if legal rules weren’t followed.
- To access a safety deposit box, contact the branch where it’s held. They’ll tell you which documents you need to bring.
- If someone dies without a Will (called intestate), the law decides who inherits the estate. Debts are paid first. The remaining funds are then shared.
- The Next of Kin usually manages the estate. In some cases, a court may appoint someone.
- A State Public Trustee can help explain the next steps.
If they died in hospital and there’s no Will, no family, or no discoverable Next of Kin, the hospital may have arranged a funeral (cremation or burial) through a government contractor.
If they died at home, once a doctor issues a certificate of death, the police will notify the relevant Director of Public Health, who will arrange a funeral through a government agency.
If there are no eligible relatives and no Will, the estate will pass to the State. Laws vary by State and Territory, and may be different outside Australia.
You can get the death certificate from the Registry of Births, Deaths and Marriages in your state or territory.
You might need to keep the accounts open for a while. This lets money, like super or tax refunds, be paid in. If you close an account too soon, it can be hard to reopen it.
A power of attorney is automatically terminated on the death of the principal.
The law says we must check the ID of anyone asking about the estate’s money. This helps us prevent fraud.
You might get a final statement after the account’s closed. If you continue getting mail, let our Estates team know.
Email estatesmanagement@westpac.com.au or call:
- 1300 130 240, 9am-5pm (Sydney time), Mon-Fri
- From overseas: +61 2 9155 7590
A certified copy of either:
- 1 Primary Photographic ID (like an Australian Passport)
- Or 1 Primary Non-Photographic ID (like your Australian Birth Certificate) and 1 Secondary ID (like a recent utilities notice).
The full list is on the Forms.
Opening an Estate of the Late trust account
All Executors or Administrators must either:
- Already have a Westpac customer profile
- Or visit a branch with ID to create one.
Other languages
If any document is written in a language other than English, you must provide an English translation prepared by an accredited translator.
Safe Custody means important documents and valuables are kept safe, like property deeds or a Will. To access a safety deposit box, contact the branch where it’s held. They’ll tell you which documents you need to bring.
People who can certify your documents include lawyers, post office staff, and some government workers.
Support after losing a loved one
From gathering essential documents to notifying the relevant organisations, our Estates team will do all they can to help.
Financial support
If you’re at all worried about money, ask about a financial hardship arrangement for your Westpac loan or credit card. Call 8.30am-7.30pm (Sydney time) Mon-Fri, or 9.30am-6pm Sat. Or you can apply online.
Supportive organisations
myGov
From registering the death to accessing help and any payments. Call 13 23 00.
Find a funeral director
Helping to guide families on death and dying. Call (03) 9859 9966.
Glossary of words
Someone authorised by a court under a Letter of Administration to manage an estate if there's no Will, or when there needs to be changes to the Executor named in the Will.
A person who receives money, property or other assets under a Will or trust.
A document showing the deceased person’s accounts and balances at the date of death.
An official document that records a person’s death, including the date and place.
Everything a person owns when they die. These are managed until they're passed to beneficiaries.
A person named in a Will to carry out the instructions after someone dies. This includes managing assets, paying debts and distributing the estate.
Money set aside in advance to help pay for funeral costs. Contact the provider if one exists.
When a person dies without a valid Will.
Court permission to manage an estate when there is no Will.
Legal authority to act for someone while they are alive. It ends when the person dies.
Court approval that confirms a Will is valid and allows the Executor to manage the estate. Usually needed when there are multiple beneficiaries and the person who died owned property in their name only or had a large sum of money.
An invoice that meets Australian GST rules and shows supplier details, services and total cost.
Proof of payment. It includes the same details as a tax invoice and shows the invoice is paid.
A trust created by a Will that starts after death. Assets are held for beneficiaries over time.
A legal document that provides for the wishes of the deceased, including the management and distribution of the deceased’s estate. This includes who is to manage the estate as the executor, along with beneficiaries of bequests and other instructions (e.g. named guardians for children).