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How can we help?

We’re happy to answer any questions you may have.

What do I do if an NS&I customer has died?

The death of a loved one is always a difficult time for family and friends. At NS&I, we understand that when dealing with grief, the last thing that you want to think about is looking after their finances. However, we are here to help and support you through those difficult steps and decisions. 

Due to the coronavirus outbreak, we have smaller teams at the moment. Normally we would reply to you by post within 7 days of receiving your form. However, during this time, we are experiencing significant delays and we aim to respond in around 4 weeks. Please bear with us.

How we use your information

We are committed to keeping all the information we hold about you secure, private and confidential. Please read our privacy notice for full details:

Privacy notice

Here are some answers to questions you may have:

  • What is the process?

    Step 1

    Complete our bereavement claims form and send to NS&I, Sunderland, SR43 2SB

    Step 2

    We'll review your completed form and write to you. We may ask you to send in some additional information.

    Step 3

    When we've processed your form, and received any additional information we might need from you, we'll make the payment and confirm it in writing.

  • How do I let you know that an NS&I customer has died?

    Please complete our bereavement claims form and send it to NS&I, Sunderland, SR43 2SB

    Bereavement claims form

  • What information /documents will I need to provide you with and do I need to send in everything with the form?

    You don’t need to send us documents straight away as we may not need them. After we receive your completed form we will let you know by post if we need any more information or documents.

  • What are the next steps once I have told you a customer has died, and how will you keep me up to date with what’s happening?

    After we’ve received and processed your form, we will either be able to make the payment or we might need some more information or documents from you. Either way, we’ll write to let you know.

  • Can I use part of the customer’s NS&I money to pay Inheritance tax before grant of probate is obtained?

    Yes you can. You’ll need to complete our bereavement claims form and send it to us. You will also need to get an Inheritance Tax reference number from HM Revenue and Customs (HMRC) and then complete and send us an IHT423 form. For full guidance on the HMRC process and to get an IHT423 form please go to the GOV.uk website.

    GOV.uk Inheritance Tax

  • Do I need to send you the original Bond certificates?

    You can send us the originals, but photocopies are also fine.

  • 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:

    GOV.UK

    gov.uk/wills-probate-inheritance

    HM Revenue & Customs

    0300 123 1072

    The Probate and Inheritance Tax Helpline is open Monday to Friday, 9am to 5pm.

  • What do the terms '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.

  • Is interest still being paid on this account?

    Yes, all NS&I accounts keep on earning interest until they are closed.

  • The customer who has died has won a Premium Bond prize after their death and been 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.

  • If customer's Premium Bonds remain in the draw, which they can for up to 12 months, rather than are 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.

  • I’m sending you important documents, can you return them by recorded delivery?

    Yes, please send the documents with 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.