What happens when a Totality client passes away?

Handling Account Matters for a Deceased Client

If you need to manage a deceased client’s account, Totality requires specific documentation from the Administrator or Executor.

Minimum Documentation Requirements

To begin the process, the Administrator or Executor must provide:

• Certified true copy of the Death Certificate

• Certified true copy of the Grant of Probate / Letters of Administration (if available) to confirm authorization

• Administrator/Executor’s full name

• Administrator/Executor’s contact details

• Certified true copies of identification documents such as a Passport or Identification Card

‍

Please note: This list is not exhaustive, and additional documentation may be requested depending on the case.

‍

Review and Verification Process

Once Totality has received the necessary documentation, a review will be conducted. As part of the verification process, Totality may perform a callback to the Administrator or Executor for identity confirmation.

Once approved:

Totality will only accept instructions from the Administrator or Executor regarding funds and open positions in the deceased client’s account.

Account closure will be processed in accordance with Totality’s internal policies.

Important Considerations

Please note that it is not possible for an account holder to appoint a trustee or nominee in advance.

‍

Need Help?

From your Totality Core profile, please click on Support Centre > Support > Support > New support request:

Please include any screenshot of the trouble message for further investigation.

If you have any issues raising a case, please contact Client Services team directly at +61 2 8267 9000, or via email at help@totality.com.au.