Response times for current claims

We've recently made changes to our bereavement claims process.

The new process is more thorough, which unfortunately means it's taking us longer than our standard 14 days to respond to enquiries.

Our current response time for a bereavement enquiry is eight weeks.

We are very sorry about this and are working hard to reduce the response time.

Making a claim

The first step is to make a claim, which can be done online, without needing to create an online account. Please make sure you have the details listed below to hand, and you are legally entitled to claim the savings.

You will need:

• The deceased customer’s personal details (full name, address, date of birth, date and place of death)
• All previous or other names the deceased customer used
• All known previous addresses
• Spouse name (if applicable)
• Full name of the executor(s) if there is a Will, or administrators if there is no Will (if you’re obtaining a Grant of Administration or Confirmation of Executor Dative)
• Type of NS&I account(s) the customer held
• Details of the person who is making the claim
• Bank account details to pay the money into

How we use your information

We're committed to keeping all of your information secure, private and confidential. Please read our privacy notice for full details

Prefer to send us everything by post?

Next steps

After you have made your claim, we'll send you a letter within eight weeks. This letter will explain what you will need to do next. In some cases, for security reasons, we may ask you to send us original documents.

Grant of Representation

We will let you know if we need a Grant of Representation (also known as a Grant of Probate or Grant of Letters of Administration) once we receive your completed form. We may ask for this if the customer's total NS&I savings are £5,000 or over. We also reserve the right to request a Grant of Representation for savings of any value.

Original Bond certificates

If we need ask you for Bond certificates, you can send us the originals, but photocopies are also fine.

Posting important documents

If you post us your documents, please include a covering letter asking us to return them by recorded delivery and we will do this. If you send us original documents, we recommend you use a secure service.

Keeping the account of a deceased customer

Instead of requesting a repayment, you might want keep the account and transfer ownership. However, not all NS&I accounts can be transferred to a new owner, following the death of a customer.

Only the below accounts can be transferred directly into another persons name:

• Green Savings Bonds
• Guaranteed Growth Bonds
• Guaranteed Income Bonds
• Index-linked Saving Certificates
• Fixed Interest Savings Certificates
• Income Bonds

Premium Bonds and Direct Saver accounts must be repaid before moving into another person's name. However, Premium Bonds can remain eligible for the draw for 12 months after the date of death in the existing NS&I holder's name.

Once your initial claim has been processed, we may request further information to set up a transfer of account.

Direct ISA cannot be transferred and must be repaid. However, if your spouse or civil partner has died, you may be entitled to inherit an additional tax free ISA allowance. Our inheriting an ISA page has more information.

Common questions

• Is interest still being paid on this account?

  Yes, all NS&I accounts keep on earning interest until they are closed. Premium Bonds do not earn interest however can remain eligible for the draw for 12 months after the date of death in the existing NS&I holder's name.

• If the deceased customer’s Premium Bonds stay in the draw, which they can for up to 12 months (instead of being repaid), who will receive any prizes won?

  Once we've been told of the customer's death, any prizes won will be paid by warrant (like a cheque) to the person entitled to the money after we've completed the claim. We'll hold on to any prizes the customer wins before then and send them once the claim is completed. Then we'll send any future prizes won by warrant after each prize draw to the person entitled to the money. 
  We can't pay these prizes electronically or consolidate them and pay them at the end of the 12 months.

• The deceased customer had won a Premium Bond prize and was sent a prize warrant - what should I do?

  Please send the prize warrant back to us and we'll reissue it to the person entitled to the money, once we've completed the claim. We'll also hold on to any other prizes the customer wins until we have completed the claim. Then we'll send any future prizes won by warrant (like a cheque) after each prize draw to the person entitled to the money.

• What do 'Executor', 'Administrator' and 'Beneficiary' mean?

  An Executor is the person responsible for dealing with the paperwork and carrying out the wishes specified in the Will.

  An Administrator is the person appointed to deal with a person s estate if there is no Will.

  A Beneficiary is a person entitled to money, property or other assets of the person who has died.

• What is a Grant of Representation, Grant of Probate, or a Confirmation?

  These are different terms for the documents issued to give someone the legal right to deal with the savings, property and other assets of a person who has died. When a person dies, you need to apply for the legal right to deal with their money.

  Here are some other sources of information and advice you might find helpful:

  Applying for probate – GOV.UK

  HM Revenue & Customs 
  0300 123 1072 
  The Probate and Inheritance Tax Helpline is open Monday to Friday, 9am to 5pm.