Losing a loved one

If you’ve recently lost a family member or friend, we understand that this can be an emotional time. That’s why we want to make it as easy as possible for you to go through the process of finalising their accounts. If you would like someone to talk through the process with, or if you have any questions, feel free to call us on 13 14 22.

What you need to do

A summary of the steps is provided below. For full details, please download our Losing a Loved One brochure. To request a physical copy of this brochure along with the relevant forms, call us 24/7 on 13 14 22 or collect them from one of our branches.

Step 1 - Notify us

You should let us know as soon as you can about the death of a loved one. You can notify us and other organisations that your loved one has passed, by using the Australian Government’s Australian Death Notification Service. For more information visit deathnotification.gov.au.

Alternatively, you can notify us directly via phone call, face-to-face or email.

Step 2 – Provide the necessary documents and information to us

Once you have notified us that a loved one has passed away, the next step is to collect a range of information and documents that we need to finalise the account. We have outlined the documents we need to receive in the Document Checklist below.

Step 3 – Heritage reviews the estate

Once we receive all the documentation, our Deceased Estates team will thoroughly review the accounts your loved one held at Heritage when they passed away.

Step 4 – Complete any additional requirements

If we determine that there are additional requirements or documentation needed to finalise the estate, we will let you know in writing.

Step 5 – Release the funds

Once all the requirements for the estate have been met, we can release funds held in the Heritage accounts. 

Document checklist

Essential documents that must be completed/supplied

If you are NOT applying for Grant of Probate or Letters of Administration, you will also need to complete this form:

 Documents that may also need to be completed/supplied

  • Addition of Party Form - You and/or the executor/administrators needs to complete this form and provide identification as per the Membership Opening ID Requirements to be added onto the deceased's account. If you and/or the executor/administrators on the deceased's account cannot attend a Heritage branch in person to provide identification, certified identification must be returned with the completed Addition of Party Form as per the Identification Certification Information Sheet. 
  • Deceased Estate Application form – The executor/administrators needs to complete this form if they wish to open an account for the Deceased Estate.
  • Letters of Administration – This may be required if there is no valid will. Once we review the estate, we will advise if this is required.
  • Grant of Probate – Whether this is required depends on the individual circumstances of the estate.  Once we review the estate we will advise if this is required.
  • Deceased Estate Closure Request Balance of $5,000 or less - This form is to be completed by the executors of a deceased estate when the deceased's combined account balances with Heritage Bank is $5,000 or less. 

These requirements are a guide only, and may change depending on the estate.

Where to send documents

Documents can be forwarded to:

Heritage Bank
Deceased Estates
PO Box 190
Toowoomba Qld 4350

Supporting you

Along with finalising your loved one's bank accounts, you may find yourself needing further emotional, financial, government or legal support. We've put together a list of helpful contacts that may be available to you.

Emotional support

Financial support

If you need advice on how to manage your future finances, financial counsellors can provide free and confidential assistance. Learn more about financial counselling services:

Government support

We're committed to helping our customers through good times, and times of hardship, with genuine service and support. 

If you have any questions and would like to talk to us today, tap here for live assistance.