In the event of a deceased account holder

We understand that navigating through loss is a challenging journey, and we want you to know that we're here to support you every step of the way.

If a One New Zealand account holder has passed away, we can assist you to either permanently disconnect their services or transfer them to someone else.

If preferable, you can complete the online version of the bereavement form. Alternatively, feel free to send us a printed copy. Once we’ve received the completed form, we’ll take care of the rest.

Your peace of mind is our top priority during this difficult time.

There are two ways you can let us know:

If you would like some assistance completing the form, please contact us.

Once you have completed the form one of our dedicated team will be in contact within 3 business days.

If you are acting in a professional legal capacity, please email the team directly:

To complete this form, you will need:

  • Date of death and death certificate number (if known)
  • If changing ownership of the account, you will need ID for the new account holder

Who can request changes to the account:

The person requesting the change needs to be:

  • Executor of the Estate
  • Trustee of the Estate
  • Administrator of the Estate
  • An authorised contact (i.e. named) on the account

Accepted forms of ID:

  • Current drivers licence
  • Current NZ passport or International passport with a supporting Visa
  • Birth certificate with two documents confirming your address

If there's anything else you need or if you have any questions, please don't hesitate to reach out. You can contact us on 0800 438 448 or by email to

How to contact us

If you hold a Power of Attorney for a terminally ill account holder, you can contact us by calling 0800 438 448 for further assistance.

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