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    Dealing with bereavement

    Overview

    Hang Seng understands that it can be a difficult time when a family member passes away. You can let us know online, and we will help you through the bereavement process and deal with the deceased's accounts.

    The "Dealing with bereavement" platform allows you to report the Deceased and allows the Administrator / Executor / Solicitor to apply for account closure. Simply fill in the application form and upload the documents online to submit the application. 

    You can still report the Deceased first if you can’t provide additional documents for the time being. After the documents are ready, you can visit this page again and submit them.

    Apply online

    Online application guideline

    1. 1

      Report the Deceased and upload documents by clicking "Apply online"

      Please note that once the deceased account is frozen, all related account services and transactions would be impacted

    2. 2

      Fill in information to request account balance letter (if apply for Grant of Representation / Confirmation Notice)

    3. 3

      Fill in information to apply account closure (if applicable) 

    4. 4

      Visit branch for arranging certified true copy (applicable for 2 & 3) 

    5. 5

      Contact us for dealing with non-deposit accounts (if any)

    Important notes

    • We will process your application according to all the supporting documents submitted. For any further updates, we will contact you via email. Please ensure the email address provided is valid, otherwise, you may not be able to receive any notification.
    • Once we have received application with all required information, the deceased account(s) would be frozen. All related account services and transactions would be impacted including but not limited to transfer, direct debit authorisation and cash withdrawal
    • Special handling for Joint Integrated Accounts (account numbers ending in 888 or 882) or Joint Non-Integrated Accounts (saving deposit accounts ending in 668) without securities or investment accounts: If the surviving account holder prefers to keep the account active (instead of frozen), they can visit our branch to report the passing of the joint account holder and submit a request to keep the account active. Please bring along the following documents: - Original HKID / Passport / PRC ID / Exit-Entry Permit of the surviving Joint Integrated Account holder - Original HKID / Passport / PRC ID / Exit & Entry Permit of the Deceased - Original or certified copy of Proof of Death Document(s) (e.g. Death Certificate of the Deceased, Certificate of Cremation)
    • Before account closure and/or issuing the Account Balance Letter, you are required to arrange certified true copies of related documents at our branch
    • Please confirm that information and documents provided are correct and submit the application only once. If you submit the application more than once, the Bank will only process your first application and its documents

    Please prepare the below documents before starting your application:

    *If customers holding different accounts (including Deposit account, Safe Deposit Box, Investment, Credit Card, Personal Loans and Overdraft, Mortgages, Real Estate, Insurance, MPF), please refer to “Things to note for different account types”.

    • HKID / Passport / PRC ID / Exit & Entry Permit of the Reporter
    • HKID / Passport / PRC ID / Exit & Entry Permit of the Deceased
    • Proof of Death Document(s) (e.g. Death Certificate of the Deceased, Certificate of Cremation)
    • Grant of Representation (e.g. Probate, Letters of Administration, Certificate of Exemption of Estate Duty) or Confirmation Notice
    • Passbook of the Deceased Account (if any)
    • Certificate of Discharge (Applicable if the Deceased / Administrator / Executor is bankrupt)
    • Document(s) showing relationship between the applicant and the Deceased
    • Proof of Death Document(s) with death date indicated

    Things to note for different account types

    Deposit account includes Integrated Accounts, Savings / Current Accounts (including Passbook and Statement Savings Accounts), Time Deposit Accounts and Foreign Exchange Accounts.

    If the Reporter is a descendant (relative) or Personal Representative (Administrator / Executor) of the deceased that has not yet applied for the legal right to deal with the estate of the deceased in Hong Kong, the Reporter should firstly apply for the Letters of Administration or Probate from the Probate Registry or the Home Affairs Department. After obtaining these documents, we will carry out the account closure procedures.

    If the Schedule, which was issued along with the Grant of Representation / the Confirmation Notice, is not identical to the details of accounts from the Bank showing the balances as at the date of death, this will affect the release of the estate.

    According to the Probate and Administration Ordinance (Cap.10), the Reporter will need to approach the Home Affairs Department to obtain a "Certificate for Necessity of Inspection of Bank Deposit Box" if the Deceased had any Safe Deposit Box (including joint Safe Deposit Box) with us. The holder of the Certificate will have to prepare an inventory of the contents of the Safe Deposit Box, and visit the Probate Registry to apply for the Probate or the Letters of Administration. 

    All holdings in the investment account (including funds, securities) must be processed according to the Personal Representative’s instructions after the Grant of Representation has been obtained. The Personal Representative can apply to sell or transfer the investment holdings after submitting the required documents to branch. 

    We will freeze the personal loan / overdraft and cancel the credit card of the Deceased once we are notified of the death. There will not be any further debit of interest or charges. Any outstanding balance on the personal loan / overdraft and credit cards must be paid from the estate. If there is any credit balance, it will be returned to the Deceased’s estate.

    You may reach out to our Credit Card or Personal Loan Service Hotline to learn more. 

    Handling of mortgage will depend on respective situation. If the Deceased has any mortgage, please contact us to know more and we will provide specific information based on individual circumstances. 

    Mortgage Enquiry Hotline: (852) 2710 2288

    If the Deceased has any real estate with us, please contact us to know more about the handling.

    Hang Seng Real Estate Management Hotline: (852) 2997 2111

    If the Deceased has any Insurance product with us, please contact us to know more about the handling. 

    Hang Seng Insurance Claims Service Hotline: (852) 2288 6992

    The Personal Representative should complete a "Claim Form for Payment of Accrued Benefits on Ground of Permanent Departure from Hong Kong / Total Incapacity / Terminal Illness / Small Balance / Death [Form MPF(S) - W(O)]" (HAPO) and submit it with the following documents by mailing to the Hang Seng MPF administrator:

    • A copy of the claimant's HKID card  (if the claimant will not present the HKID card in person)
    • A copy of the Letter of Probate or Letter of Administration / a letter requesting withdrawal of the accrued benefits issued by the Official Administrator if the claim is made by the Official Administrator

    Mailing address:  The Hongkong and Shanghai Banking Corporation Limited  PO Box 73770 Kowloon Central Post Office 

    You may reach out to Hang Seng MPF Service Hotline (852) 2213 2213 for more information.

    FAQs

    General bereaved case handling

    You can report about the deceased and upload required documents by going to Hang Seng Bank Website >  "Personal" > "Banking" > "More Banking Services" > "Useful information" > "Dealing with bereavement". For Administrators / Executors who would like to apply for account closure, please select  "Account closure" and/or "Request for deceased account information" during online application. Please follow the instructions to upload documents and bring along the required original documents or certified copy to our branch for verification.

    Upon receiving the required information, we will freeze the deceased's account according to standard procedure. You will be notified of the application status and points to note via email, so please provide a valid email address during application. 

    All required documents

    • HKID / Passport / PRC ID / Exit & Entry Permit of the Reporter
    • HKID / Passport / PRC ID / Exit & Entry Permit of the Deceased
    • Proof of Death Document(s) (e.g. Death Certificate of the Deceased, Certificate of Cremation)

    Additional documents for account closure (Only Applicable to Administrator / Executor)

    • Grant of Representation (e.g. Probate, Letters of Administration, Certificate of Exemption of Estate Duty) or Confirmation Notice
    • Passbook of the Deceased Account (if any)
    • Certificate of Discharge (Applicable if the Deceased / Administrator / Executor is bankrupt)

    Additional documents for detailed deceased account information

    • Document(s) showing relationship between the applicant and the Deceased
    • Proof of Death Document(s) with death date indicated

    Executors / Aministrators can choose to transfer the remaining balance of the deceased to his/her Hang Seng Account or by issuing cashier's order.

    You can go to Hang Seng Bank Website > "Personal" > "Banking" > "More Banking Services" > "Useful information" > "Dealing with bereavement" and indicate that you or your family have reported / completed the application in the last 6 months, then fill in your reference number in order to upload the supplementary documents.

    You can refer to the email titled "Receipt of bereavement notification and application on deceased’s  account" we've sent to you a while ago. You can also contact us via Live Chat after logging onto Hang Seng Personal e-Banking, call our customer service hotline at (852)2822 0228 or visit our branch for enquiry.

    If there are more than one executor / administrator handling the estate of the deceased, all executors / administrators please bring along all the required original documents to our branch for handling.

    Grant of Representation

    Please visit the Probate Registry to apply for Certificate of Probate or Letters of Administration. For details, please contact the Public Application Section of the Probate Registry. If the deceased's entire estate in cash as at the date of death does not exceed HKD50,000 in HKSAR, you may visit the Home Affairs Department to apply for Confirmation Notice. For details, please contact the Estate Beneficiaries Support Unit of the Home Affairs Department.

    Overseas bereaved case handling

    Administrators / Executors can still report the deceased and upload required documents via Hang Seng Bank Website. We will freeze the deceased's account according to standard procedure upon receiving the required information. If Administrators / Executors would like to apply for account closure / request deceased account information, please appoint a lawyer or visit our branch in person to present the required original documents or certified copies for verification after reporting the deceased via Hang Seng Bank Website.

    Related Information

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    Footnote

    Remarks

    1. Useful contact information
      • The Probate Registry Address: LG3, High Court Building, 38 Queensway, Hong Kong Telephone: (852) 2840 1683 Website: http://www.judiciary.hk
      • Estate Beneficiaries Support Unit of the Home Affairs Department Address: 3/F, Southorn Centre, 130 Hennessy Road, Wan Chai, Hong Kong  Telephone: (852) 2835 1535 Website: https://www.had.gov.hk/en/public_services/estates.htm
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