After you’ve notified us of a deceased customer

What happens after you’ve notified us

Once you’ve notified us of a customer passing, we’ll identify facility(s), and identify legal personal representatives.

We’ll identify the deceased customer’s facility(s)

We’ll check all facility(s) and guarantor arrangements.

As Medfin is part of the NAB Group, when we receive notification of a death we share that with our colleagues at NAB so they can review to determine if the deceased was also a customer or guarantor of the wider NAB Group.

It ensures our records are up to date and means you don’t have to go to the trouble of separately notifying NAB.

If you provide us with your email address, you’ll probably receive an automated email from the NAB Bereavement Support team, then they’ll be in touch either to confirm no NAB relationship, or to discuss what is required to manage the NAB accounts.

We’ll pause the facility(s)

We’ll put a pause on facilities in the name of the deceased, whether those facilities are in the deceased’s name solely, or jointly with others. This means we’ll:

• Identify facility(s) held in the deceased name
• Freeze the deceased’s facility(s) and block any further drawdown, redraw ability in relation to the facility(s)
• Switch off any Medfin Customer Portal arrangements
• Identify any fees that shouldn’t have been charged, refund them and stop charging those fees.
• For any joint borrowings, the surviving facility(s) holder(s) will continue to have access to view the facility(s).

We’ll identify the Legal Personal Representative

We’ll need to identify the person or people who have legal authority to administer the estate of the deceased. These are known as the Legal Personal Representatives.

The Legal Personal Representatives are the only people we’ll be able to share detailed facility(s) information with and take any instructions from regarding the finalisation of deceased customer’s facility(s).

This may be an Executor, Administrator, a prospective Administrator, or the Next of Kin.

Key documents

Depending on the complexity of the estate and your relationship with the deceased, the Legal Personal Representatives may need to provide additional documents to validate authority to access the estate information and provide instructions.

For all estates, we’ll need the original documents or certified copies¹ of the following:

• Proof of death- includes death certificate, funeral notice, Grant of Representation or Government Agency Correspondence.
• If you are having difficulty obtaining an evidence confirming proof of death, please contact us to discuss alternative documents that may be acceptable
• Either a Will (if applicable) or if there’s no Will, Next of Kin proof of relationship²
• Proof of identify for all Legal Personal Representatives: Government-issued photo ID such as a Driver Licence or passport or your Medfin facility(s) details if you’re an existing Medfin customer
• Written finalisation instructions

We also need a Grant of Representation³ in any of these circumstances⁴

• There’s a pending application for a Grant of Representation or an existing Grant in place
• We have received other claims to the estate, or there’s an indication of a dispute in respect of the estate
• We suspect fraud or financial abuse.

We’ll provide detail of all facility(s) held by the deceased

If we’re able to confirm you have the authority, for example you’re the Legal Personal Representative, we’ll write to you with a formal Statement of Position, including:

• details of all facility(s) held with us
• the balance at the date of death
• information about the facility(s) including ongoing fees and direct debits
• other helpful information.

Where there are loan facility(s) or other debit balances, we’ll confirm this, along with detail of anyone else who may have shared liability for the debts.

On request we can also provide details of relevant interest accrued – if required for a Grant of Representation application or for tax return purposes.

If we’re unable to confirm your authority to receive such information, we’ll write to you detailing what else is required and provide an indication of the type of facility(s) held by the deceased.

We’ll finalise facility(s) held

We’ll finalise facility(s) based on instructions from the Legal Personal Representative, there are four things we’ll need (if we don’t have them already):

• Confirmation of your authority to act on behalf of the estate
• Verified identities of all parties acting on behalf of the estate. This can change though the course of managing the estate, depending on who is named in a Grant of Probate or Letters of Administration
• An understanding of your plans in respect of any loan facilities or other liabilities of the estate
• Written confirmation of your finalisation instructions.

How long does the process take?

We’ll do the following within 14 business days once we’ve been notified of the death and received all required documents:

• Verify the death
• Identify the Legal Personal Representative(s)
• Send letters confirming details of the facility(s) held by the deceased.

If you are having difficulty obtaining a death certificate, please contact us to discuss alternative documents that may be acceptable.

Once we have instructions and acceptable ID documents from all confirmed Legal Personal Representative(s), we’ll act on those instructions to finalise facility(s) within 14 business days.

If we’re missing required information or documents and you’ve provided your phone number, we’ll try to contact you by phone to discuss. We’ll then follow up in writing detailing what we need.