FAQs

Look at our step-by-step guide online at stgeorge.com.au/bereavement or download a copy (PDF 769KB). Share this with family or relevant parties. We need to know as soon as possible so that we can start to help you through the process. Please notify us either in person, online or in writing and when available, provide St.George with a certified copy of proof of death and a Will, if applicable.

If there is no will, the next of kin will need to act on behalf of the estate or an administrator will need to be appointed by the Supreme Court in the state or territory where the assets are held. Please contact your local branch with the Death Certificate, and explain to them that a will has not been located. Refer to Step 2: Locating the will.

It is highly possible that payments will need to be made to the deceased’s accounts in the months following their passing. Examples of these payments are Superannuation benefits, shares, tax refunds, lost super cheques in the ‘estate of deceased person’s name and so on. If an account is closed and then needs to be re-opened in the name of the deceased, this can be a complex, lengthy and time consuming process. Keeping accounts open ensures that funds can be easily accepted into the estate.

No, all Power of attorneys, Guardianships and authorised signatories cease once a person is deceased. Only the next of kin, or Executor/Administrator/Legal representative will be able to engage with the bank regarding the deceased's accounts after their passing.

Each estate's individual circumstances are assessed by us, and in some cases we may require probate or Letters of Administration to be granted in order to release the funds. If this is the case, we'll advise you in writing.

The death certificate can usually be obtained from the Registry of Birth, Deaths and Marriages in your state or territory. Refer to Step 3: Funeral arrangements and registering the death.

As the circumstances of each matter varies considerably, so too will the amount of time taken to settle each deceased estate. However, the earlier we receive all the appropriate documentation as per our requirements, the quicker we will be able to process the request. Refer to section 'How St.George helps you'.

This is a legal requirement. 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 moneys can be released. Refer to Step 5: Identifying yourself.

As part of helping you with estate expenses, we may allow certain one-off, and some ongoing, costs that are essential for the maintenance of the estate to be withdrawn from your loved one’s transaction or savings accounts.
 

• Funeral and memorial costs
• Rate payments (if the property is solely in the deceased’s name)
• Service provider costs for a property that’s solely in the deceased’s name, such as:
  • Water rates
  • Electricity/gas bills
• Service provider final payments for the deceased, such as:
  • Internet service
  • Landline phone or mobile phone
• Loan repayments for loans held with us that are solely in the name of the deceased
• Application fee to the court for Probate

To request payment of a cost associated with the estate you will need:
 

• A completed Deceased Estate Expense Payment Request Form (PDF 878KB) signed by all the next of kin if there is no Will or by the executor if there is a Will
• A copy of the bill that is to be paid

Please forward them to us:

• Via email
• Via Post: Estates Management – IBN77
  GPO Box 3433
  Sydney NSW 2001
• Or by visiting a branch

Only the funeral bill can be paid for directly from the deceased's account once we have received the original tax invoice from the funeral director. If you would like to claim for funeral costs already paid, we'll need the original receipt - in addition to the tax invoice - to reimburse any payment.

If there aren't enough funds in the account to cover the invoice, we'll consider alternatives and look to compensate the funeral director with other available funds from the estate. Reimbursement can be done by visiting a St.George branch, or by sending the invoice to St.George Estates Management team. No other related expenses such as the wake, headstone or memorial can be paid from the deceased person's account. See Step 3 for Funeral Arrangements.

St.George will usually not release funds from our late customer’s account(s) to pay for additional kinds of funeral expenses, for example the wake, flights etc

It’s normal to receive a final statement for any transaction account once it's been finalised, showing a nil balance. Also, when accounts have a debit or small credit balance, you'll continue to receive statements until the balance is nil.

If you keep getting mail in our late customer's name beyond this point, please contact our Estates Management Team on 1300 130 549.

Safe Custody is the safe keeping of important documents and valuables. Items commonly requested by customers to be held in safe custody by the bank include property deeds, a Will as well as other valuables and documents. Should you require access to a safety deposit box to get the will, you will need at least one of the proof of death requirements (a Medical Certificate, Death Certificate, Funeral Bill, Solicitor’s or Coroner’s Letter, Grant of Probate, Letters of Administration or a Probate Bond). When accessing the safety deposit box, you will be in the presence of two bankers, and only able to remove the will if you are named as an executor of the will or can prove you are an authorised nominee of the executor/s.

Primary photographic identification documents.

• Australian passport (can either be current or expired within the last 2 years but must not be cancelled, defaced or mutilated)^
• Australian licence/permit (can either be a driver’s licence, learner’s permit)^
• Proof of age card issued by a State or Territory (or equivalent)^
• Foreign passport issued by a foreign government, the United Nations or an agency of the United Nations (must not be cancelled, defaced or mutilated)^
• Foreign travel document issued by a foreign government, the United Nations or an agency of the United Nations^
• Foreign driver’s licence which contains a photograph^^
• National identity card issued by a foreign government, the United Nations or an agency of the United Nations^

Primary non-photographic identification documents.

• Full Australian birth certificate (or extract) issued by State/Territory Registry of Births, Deaths and Marriages
• Australian citizenship certificate
• Centrelink pension card (Australian)
• Full foreign birth certificate issued by a foreign government, the United Nations or an agency of the United Nations

Secondary identification documents.

• A financial benefits notice issued by the Commonwealth or a State/Territory within the last 12 months and includes the customer’s name and residential address (e.g. a notice from Centrelink)
• Australian Taxation Office (ATO) notice issued within the last 12 months and includes the customer’s name and residential address
• Utilities notice issued by a local government or utilities provider within the last 3 months and includes the customer’s name and residential address
• Department of Veterans’ Affairs pension concession card (Australian)
• A current tenancy/lease agreement (must not be cancelled or expired)
• Medicare card
• Australian Marriage certificate issued by State/Territory Registry of Births, Deaths and Marriages
• Identification card issued to a student at an Australian higher education institution (TAFE or University)^^
• Notice issued by the principal of a school (must be less than 3 months old, include the name of the customer, residential address, period of school attendance and issued on a school letterhead)
• Notice issued by the principal of a school (must be less than 3 months old, include the name of the customer, residential address, period of school attendance and issued on a school letterhead)

Note:

^{^ must contain photograph and signature}

^{^^ must contain photograph and/or signature}

People who can certify copies of your original documents include:

Within Australia:

A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described):
 

• A judge of a court
• A magistrate
• A chief executive officer of a Commonwealth Court
• A registrar or deputy registrar of a court
• A Justice of the Peace
• A notary public (for the purposes of the Statutory Declarations Regulations 2018 (Cth))
• A police officer
• An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
• A permanent employee of the Australian Postal Corporation with two or more years of continuous service who is employed in an office supplying postal services to the public
• An Australian consular officer or an Australian diplomatic officer (within the meaning of the Consular Fees Act 1955 (Cth))
• A bank or building society officer with two or more continuous years of service
• A finance company officer with two or more continuous years of service (Broker excluded)
• An officer with, or authorised representative of, a holder of an Australian financial services licence, having two or more continuous years of service with one or more licensees
• A member of the Institute of Chartered Accountants in Australia, CPA Australia or the National Institute of Accountants with two or more years of continuous membership
• A Commissioner for Declarations
• A Commissioner for Affidavit

A full list of eligible signatories can be found at ag.gov.au/statdec
 

Outside Australia:

Overseas customers can use Certifiers listed above where the Certifier is an Officer who holds these within Australia.