How QBANK can support you
We understand that during this time things can be a little overwhelming. To help you navigate the banking related issues we have outlined some processes and information to assist you.
Notify QBANK
Notify the QBANK team of the Members’ passing as soon as you can. We do not require a death certificate at the time of notification.
You will need:
- Member Name
- Date of birth
- Membership Number (If available)
We will use this information to make note on the deceased Members’ account and remove their account from receiving further marketing material. A QBANK representative will be in contact within 2 weeks to request further information and documentation.
Contact QBANK between 8:45am – 4:30pm (AEST) Monday to Friday:
Relationship Confirmation
For legal and privacy reasons, we are unable to share details of the Members account with anyone other than executor/s, administrator/s, legal representative/s, or any joint account holder/s.
The Anti-Money Laundering and Counter-Terrorism Act 2006 states that all signatories must be identified if instructing a financial institution about a Deceased Estate’s funds before such monies can be released. If you are not already a QBANK member, we will need you to meet our identification requirements.
To confirm your relationship with the QBANK Member, we will ask to sight original or certified copies of your Letters of Administration or Probate or the Will. We can accept certified copies of your documentation in branch or via post only. Once we receive and confirm this information as well as your identity, we will be able to correspond in person, over the phone or via email with you in relation to the accounts.
Finalisation or changes to accounts
To finalise or make changes to the deceased Member account/s we will usually need to sight or obtain a copy of the Death Certificate and the Will.
Please understand that we must comply with our legal and regulatory requirements before the finalisation of any deceased Members account. We may require additional or alternative documentation based on individual circumstances and this will be explained to you if applicable. Additional or alternative documentation may include Probate or Letters of Administration.
Settling and closing the Membership
Once all documentation has been processed, we can provide you with details of the accounts and the balances held. We will also be able to settle the estate i.e. by the releasing of monies and security held less any loan amounts owing (if applicable).