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First steps after losing a loved one

There’s a lot to deal with when someone close passes away. Along with the grief of losing someone, you may have to contend with a lot of documents and legal requirements throughout the process. We’ve simplified the first steps to help you feel supported in honouring your loved one’s wishes.

Step 1: Let us know

Step 2: Organise funeral arrangements

Step 3: Locate the Will

Step 4: Start the process of finalising the Estate

Step 5: Notify the right people

Step 6: Suncorp Bank will contact you about next steps

Step 1: Let us know

We know that telling us about your loved one’s passing can be hard, and may not be the first thing on your mind. It’s important that you let us know as soon as you can, so we can offer you support where you need it. 

There are many ways you can reach out to us and let us know what’s happening:

By phone, call Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST)

In person at your nearest Suncorp Store

In writing to GPO Box 1453, Brisbane QLD 4001

Or by contacting your Relationship Manager, or theirs, if this is known.

When you notify us, you may be requested to complete and return our Deceased Notification Form. At this stage, it’s ok if you don’t have all the information, as we only require you to complete sections 1, 2, 6 and review section 8. 

We will always accept notification at the time of being contacted however, we may require Proof of Death documents  to act on Loan account(s). You can email, post or drop a certified copy of the document into your local Suncorp Store. 

Proof of Death documents can be:

  • Official Death Certificate
  • Form 9 Cause of Death Certificate
  • Funeral Invoice/Notice/Receipt (Original Only)
  • Letter from Funeral Home or Crematorium
  • Grant of Probate/ receipt of application for Grant of Probate
  • Letters of Administration or receipt of application for Letters of Administration
  • Certificate of Authority

Step 2: Organise funeral arrangements  

Preparing for the emotional strain of a funeral can be distressing. Please know we are here to best support you during this time.  

Prepare the arrangements 

If you’re in possession of your loved one’s Will, they may have explained what they wished for at their funeral. If you don’t have a Will to consult, you may not know what type of service your loved one would want. 

No matter the circumstances, you’ll need to come to your first meeting with the funeral director with the an understanding of what type funeral service you’d like to arrange.

Paying for the funeral 

Your loved one may have made arrangements before their passing to cover their funeral. These may include:

Expense assistance

When someone passes away, there can be additional expenses. Suncorp Bank may be able to assist you with accessing funds to pay for a funeral and other related expenses. 

For a better understanding of how we can help  you manage these expenses, call Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST).  

Step 3: Locate the Will

The next most important step is to locate the Will. It’s important you locate the last known signed and witnessed copy of the Will, and that you do not amend or alter the original copy in any way. 

Step 4: Start the process of finalising the Estate

When you’re ready to finalise your loved one’s Estate, you’ll need to track down some important personal information and documents. If at any time you need assistance, please contact Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm AEST).    

Complete the Deceased Notification Form

You may not have been ready to complete most sections of this form when you notified us initially, and that is ok. For us to be able to start the process of finalising the deceased’s accounts, we do need you to complete the remaining sections of the form and provide us with the required documents. 

If you have not started this form, you can locate this on our banking site or ask us for a copy. 

Confirmation of identity for the authorised party

If you are the person authorised to act on behalf of the Estate, but not a Suncorp Bank customer, we will need to identify you to proceed with providing you information about the Estate and to and finalise the account(s).

All appointed Executors, Administrators and in some cases Next of Kin must provide us with identification documents. So we can contact you easily throughout the process, we’ll need the following personal information from you: 

  • Your full name
  • Your relationship to the person who has passed
  • Your home address
  • Contact details (daytime telephone number and email address)
  • Documentation to formally identify you if you don’t already bank with us (e.g. your driver’s licence or passport) Please refer to Deceased Notification Form which specifies what documents can be used.
  • Confirmation of your listing to act on behalf of Estate if available.

Accepted documents and requirements for our identification can be located on the Deceased Notification Form

Essential documents

To help us settle your loved one's financial affairs, there are a series of documents you may need to provide. For specific information regarding documents required for the Estate, please refer to Page 12 of the How we can support you guide. Some of the documents may include:  

  • Proof of Death
  • Death Certificate
  • Completed Deceased Notification Form
  • The Will (if there is one)
  • Grant of Probate
  • Letters of Administration (if there is no Will).

We know tracking down these documents can be difficult and time-consuming. If you can’t access the listed documentation, or you need help understanding alternatives to prepare, we’re here to help. 

You can contact Customer Support on 07 3135 3525 (Mon-Fri, 9am-5pm. AEST) or email them at DeceasedEstates@Suncorp.com.au to get the assistance you need.

Step 5: Notify the right people 

There may be a large number of people and organisations you need to contact after your loved one has passed away. Every situation will be different, but there are some key organisations you can contact when you’re ready, including: 

  • Department of Human Services
  • Australian Electoral Commission
  • Australian Taxation Office
  • Local councils and support services
  • Any other financial institutions connected with your loved one, including superannuation providers
  • Utility companies
  • Vehicle registration and licensing authorities.

This step can be a time-consuming one. There are a number of people and organisations you can reach out to help you manage any stress during this time. 

Step 6: Suncorp Bank will contact you about next steps   

To make sure we handle the passing of your loved one correctly, we’ll need some time to review all documentation and the Estate. 

Once we’ve reviewed everything we’ll be in contact with you directly to confirm next steps.