We're here to support you during this difficult time. Please contact us so we can help you through the next steps on 1800 550 003*.
If you are calling from overseas, call us on +61 2 9028 4054*.
Call charges may apply for international calls.
After our call, you'll receive a form that outlines everything we need to know.
Since each estate is unique, the information may vary depending on the accounts and products held by the deceased.
We'll let you know what's next.
No will? You may need a Letter of Administration.
If there's a will, we may ask you for Probate to confirm the will and give the executor authority to manage the estate.
Once we have the information we need, we'll work with the Authorised Estate representative(s) to finalise the account(s) within 14 business days of receiving the required documents.
The money, property and other assets left by someone who has died, which need to be managed and distributed to the people entitled to receive them.
A not-for-profit organisation that provides support, counselling and education for people experiencing grief and bereavement.
AFDA can help you make funeral arrangements across Australia for a family member or friend who has passed away.
There may be a few tax matters to sort out as part of managing your loved one’s estate. The ATO has information to help you understand your responsibilities.
Each state and territory has a registry where you can apply for a death certificate.
Centrelink can help with some of the practical things you may need to organise, such as getting a death certificate or arranging a funeral.
You may be able to get support from a social worker, including counselling, practical information and guidance during this difficult time.
If you'd feel more comfortable speaking another language, we're here to help. Call TIS National on 131 450 and they'll connect you with an interpreter who can help you speak with ING. Interpreters are available in more than 150 languages, and ING will cover the cost.
Each estate is unique, and the information we require may vary depending on the accounts and products held by the deceased. To enable the estate representative to provide us with instructions, we'll need:
Sometimes we may need a little more information to finalise the Estate and release funds, this could include:
*For a full list of identification types we accept, please visit the ING Customer Identification page.
If a Will can’t be found, you may need to apply for a Letter of Administration so we know who we can take instructions from to make the necessary changes to your loved one’s accounts. This is a legal document issued by the Supreme Court in the State or Territory where the estate is managed.
Upon notification of a customer’s death, any Power of Attorney authority over the deceased’s accounts ceases and is no longer recognised. Authority transfers to the executor named in the Will or an administrator appointed by the court subject to the receipt of the required estate documentation.
If there is no valid Will, Letters of Administration may be required. Please refer to the FAQ "What happens if there is no Will?" for more information.
You may also need to provide a certified copy of Probate before we can release funds or act on instructions for the Estate.
Probate may be required when:
Probate provides the legal authority we need to act on the executor’s instructions and complete the request safely.
Take the original and a copy of your documents to a person authorised to certify documents. This can be done by a legal practitioner, justice of peace, registered notary public officer, police officer, accountant (CA/CPA), full time teacher (school or tertiary) or bank/credit union/building society officer with at least 5 years continuous service.
Once we're notified of your loved one's passing, access to internet banking for the deceased person will be removed to help keep their accounts secure and protect against unauthorised access.
Solely held accounts (including sole trader business banking accounts) and cards belonging to the deceased are stopped to prevent further transactions, including recurring payments and direct debits. Any incoming payments can still be received until the account is closed. Additional cardholder(s) linked to the deceased account will be cancelled.
Bank accounts that are held in joint names can either be transferred into the sole surviving account holder’s name or closed and funds dispersed via cheque or electronic funds transfer (EFT) to an authorised account.
We will endeavour to pay any outstanding debt from accounts already held with ING as priority, and we will contact you if there is any outstanding payment needed.
Credit Cards in which the deceased was the primary cardholder will be cancelled including any additional cards.
For Personal Loans, regular direct debit repayments will cease. The Estate will need to make alternative payment arrangements.
If you believe the deceased held an Insurance policy through ING please call 133 464 options 3, 2, 7 between 8am - 8pm (AEST/AEDT), Monday – Friday to discuss policies and claims.
If you believe the deceased held a Living Super account, please call 133 464 options 3, 2, 6 between 8am - 8pm (AEST/AEDT), Monday - Friday.
Accounts and cards relating to the Company will be stopped to prevent further transactions, including reoccurring payments and debits. Incoming payments can continue to be received until the account is closed.
Accounts with more than one Authorised User will remain active as they are held by the entity and not the individual. Remaining authorised user/s can continue to operate the account and authorised users can be updated to accommodate any changes.
For Home Loans & Commercial Loans in the sole name of the deceased, regular repayments will cease and the redraw facility will no longer be available. Our team will discuss future arrangements for the home loan with the authorised Estate Representative.
For Home Loans & Commercial Loans in the name of multiple borrowers, the remaining account owners will be required to make repayment on the home loan.
For Loans held in the name of a Company, Trust or other Entity Name, the remaining borrower(s) will be required to continue to make repayments on the Loan.
We understand that financial pressures can arise following the loss of a loved one. If a surviving borrower or estate representative is experiencing financial hardship, our team can discuss the support options available through ING's Financial Hardship Support Program.
After you let us know about your loved one’s passing, fees on their accounts will be reviewed. Fees for services that can no longer be provided will be stopped, and any such fees charged after the date of death will be refunded. Some fees may continue to apply where services are still being provided to the estate.
We can arrange payment of funeral expenses from the deceased’s account where sufficient funds are available. Payment can be made directly to the funeral home using an invoice, or reimbursed to the person who paid the expenses using a certified copy of the receipt.
For reimbursements, we will also need a bank statement to confirm the recipient’s bank account details.
Where sufficient funds are available, we can pay court filing fees from the deceased’s account at the request of an authorised estate representative or the person who has paid the expense. We will require an invoice from the solicitor and a bank statement confirming the recipient’s bank account details.