What to say when you call
You don't need to have everything prepared. The person on the other end of the phone deals with this regularly. They will guide you. These scripts are just a starting point so you're not going in cold.
Before you call
Have these handy if you can — but don't delay a call because you're missing something:
- Death certificate (or at least the date of death)
- The deceased's full name and date of birth
- Their account or reference number (if you have it)
- Your name and relationship to the deceased
Work and Income / MSD
"I'm calling to let you know that [full name] passed away on [date]. Their client number is [number, if known]. I'm their [relationship]. I need to stop any benefit or NZ Super payments, and I'd like to ask about the funeral grant."
They'll ask for a death certificate to be posted or uploaded. They can also start the funeral grant application over the phone.
Banks
"I'm calling to notify you of a death. [Full name] held an account with you — the account number is [number, if known]. They passed away on [date]. I'm their [relationship]. I have a death certificate. What do I need to do?"
The bank will freeze sole accounts to prevent fraud. Joint accounts usually remain accessible. They'll tell you their threshold for releasing funds without probate (typically $15,000–$25,000).
IRD
0800 227 774 or via myIR
"I'm calling to notify you of a death. [Full name], IRD number [number, if known], passed away on [date]. I'm the [executor / family member]. I need to notify IRD and understand what's needed for a final tax return."
A final tax return needs to be filed up to the date of death. IRD can set up authority for you to manage this.
Life insurance
"I'm calling to make a claim on a life insurance policy. The policyholder, [full name], passed away on [date]. The policy number is [number]. I'm the [beneficiary / executor]."
They'll send claim forms and tell you what documents they need. Most require: death certificate, policy document, and proof of identity.
ACC
0800 101 996 (only if the death was from an accident)
"I'm calling about a death that was the result of an accident. [Full name] passed away on [date]. I'm their [relationship]. I'd like to ask about the funeral grant and any survivor entitlements."
The ACC funeral grant is approximately $7,880 (2026). There may also be weekly compensation for dependants.
KiwiSaver provider
"I'm calling to notify you that a member, [full name], has passed away on [date]. Their member number is [number, if known]. I'm the [executor / next of kin]. I'd like to understand how to claim the balance."
KiwiSaver balances are paid to the estate. The provider will need a death certificate and, for larger amounts, a grant of probate.
Employer
"I'm calling to let you know that [full name] has passed away. They worked in [department/role, if known]. I'm their [relationship]. I'd like to discuss any final pay, leave entitlements, group insurance, or death benefit."
Ask about: final wages, accrued leave, group life insurance, superannuation, and return of personal belongings.
Utilities and services
For power, gas, internet, phone, and similar accounts:
"I'm calling to notify you that the account holder, [full name], has passed away. The account number is [number]. I'd like to [close the account / transfer it to my name]."
Most providers will backdate the final bill to the date of death if asked.
Tips
- You'll say the same thing many times. It gets easier after the first few calls. Some people find it helps to write the key details on a card so they don't have to think.
- You can ask someone else to call on your behalf. They'll need your authority (verbal is usually fine for initial notification) and the same details.
- Ask for a direct number or reference. If you need to call back, having a case number or the name of who you spoke to saves repeating yourself.
- It's okay to cry on the phone. The people you're calling are used to this. Take your time.
See the full notification checklist for every agency, service, and subscription you may need to contact — who to notify.
The information on this page is general in nature and does not constitute legal, financial, or medical advice. For advice specific to your situation, consult a qualified professional.
Dollar figures and entitlements change periodically. We link to authoritative sources where possible. Last reviewed: April 2026.