During the challenging time following a loved one's passing, managing numerous tasks and decisions can be daunting. At Unloan, we are here to provide guidance with your loved one’s home loan account to help ease this difficult period.
1. Let us know
Contact us as soon as you can. Here’s how to initiate the process in two simple steps:
Email us at [email protected] at your earliest convenience to notify us of your situation or print and complete the Deceased Customer Notification Form and return to us as instructed on the form along with certified copies of the required documents.
If you’ve engaged a solicitor, accountant or other professional service, to support settlement of the estate, ask them to provide us with a letter of representation, stating that they act for the estate.
We may require you to provide us with documents, such as a certified copy of the death certificate. If you are having difficulty obtaining a death certificate, or the death certificate is not in English, please contact us to discuss alternative documents that may be acceptable.
Our team will secure the home loan account to prevent unauthorised access by suspending any loan-related activities and redraw access from the deceased party’s login credentials once we are notified.
After notifying us, you’ll receive a confirmation letter within 14 days outlining next steps.
2. Making repayments
Unless you're a borrower on the home loan, you won't be responsible for the debts of the deceased's estate. If you’re a borrower, you’ll need to continue making repayments. If you’re struggling to make repayments, we can help you, please email us at [email protected] to notify us of your situation.
Home loans stay in the joint names until changed to the remaining borrower’s name, or until the property is sold. If you wanted to change a home loan to be in the remaining borrower's name only, then a new loan would be required, and we would assess this option according to our usual procedure. We recommend to you seek legal advice before making any voluntary repayments during this time.
3. Make a claim for funeral expenses
We can release funds to pay or reimburse funeral expenses, or Court filing Fees required for Grant of Probate or Letters of Administration if you complete an Authority to Release Assets Form, along with other required documents for payments or reimbursement to be processed, including:
i. tax invoice (if you’re yet to pay for the funeral), or;
ii. tax receipt (if already paid).
4.Identification requirements
To allow us to determine that you are a Deceased Estate Representative; to share information with you and to take your instructions concerning a deceased’s accounts, we will usually require proof of identification together with the following:
if the deceased customer has made a Will and you are the Executor(s) nominated in that Will, we will require a verified copy of the Will; or
if the deceased customer has not made a Will, a verified copy of the death certificate identifying you as the Next of Kin(s) (if not already provided) or other documentation that recognises you as the Next of Kin.
We may require additional documentation to the documents listed above. If you cannot produce the documents referred above, please contact us to discuss.
If you’re new to Unloan, we’ll need to verify your identity to protect the security and integrity of the home loan account.
Information from your loved one’s home loan account will only be disclosed to:
An Authorised Estate Representative meeting our ID requirements, or
A solicitor with a representation letter.
If there are multiple Deceased Estate Representatives (for example, two Executors named in the Will), we may require valid instruction from each Deceased Estate Representative.
If you have any questions, please contact us [email protected]. We’re here to help support you through the process during these difficult circumstances.