Phone scripts

Have the deceased's name, date of birth, date of death and Customer Reference Number (CRN) ready if you can. If you can't, they can usually find them.

“Hello, I'm calling to report a death.”

“The person who has died is [full name], born [date of birth]. They died on [date].”

“Could you please update both Centrelink and Medicare for me?”

“Can you tell me whether I'm entitled to any bereavement payment, and what I need to do next?”

“Could you also send me written confirmation, please?”

Tap to select.

You don't need to go into a branch. Most banks have a dedicated bereavement team that can do everything by phone or email.

“Hello, I'd like to speak with your bereavement team, please.”

“I'm calling to notify you that an account holder has died.”

“Their name is [full name], date of birth [date of birth].”

“I am [your relationship — e.g. partner, daughter, executor].”

“Could you tell me what documents you need from me, and how I should send them?”

“Are you able to release funds from their account to pay for the funeral?”

“Could you confirm everything in writing, please?”

Tap to select.

Super is not automatically part of the estate. Each fund decides where the money goes — usually based on a beneficiary nomination.

“Hello, I'm calling to notify you that one of your members has died.”

“Their name is [full name], member number [if known].”

“I am [your relationship to the deceased].”

“Could you tell me whether they had a beneficiary nomination on file, and what the next steps are for claiming the death benefit?”

“Did they have any insurance attached to their super account?”

“Could you send me the claim forms and a list of documents you need?”

Tap to select.

“Hello, I'm calling about an account in the name of [full name], who has recently died.”

“The account number is [account number], at [address].”

“I'd like to either close the account or transfer it into my name. Could you walk me through what you need?”

“Could you confirm there are no exit fees, and email me a written summary of what we've agreed?”

Tap to select.

You may want to ask one trusted person to email your manager on your behalf if a phone call feels like too much.

“Hi [manager's name]. I'm calling to let you know that [name] has died.”

“I will need to take some compassionate leave.”

“I'm not sure exactly when I'll be back, but I'll be in touch by [date] to talk about a return-to-work plan.”

“Could you let the team know in whatever way feels best — I'm not in a place to talk to everyone individually.”

Tap to select.