Letting us know about a bereavement

If you’ve recently lost a loved one, we’re very sorry for your loss

We know this can be a difficult time, and we’ll do our best to make things as easy as possible for you. 

You have a few options if you’re responsible for managing a loved one’s account. You can choose to: 

  • Close the account
  • Transfer the account ownership to someone else
  • Move the phone number to another network provider

Whatever you decide to do, our dedicated bereavement team will handle things sensitively and go through these options in more detail with you.

Information needed to register a bereavement

When you register a bereavement, you need to provide us with the following information: 

  • The account holder’s account or mobile number
  • Their full name
  • Their date of birth
  • Their address
  • Death certificate number
  • Name of the Registrar
  • District where the death certificate was issued

How to get in touch

Life Ledger

Use the free Life Ledger form to notify us and other UK companies of a bereavement. This simplifies the process and helps you avoid having to repeat the same difficult conversation. 

Call or Live chat

When contacting us by phone or live chat, ask for our bereavement team. 

We’re available from 08:00 – 20:00 Monday to Friday and 09:00 – 18:00 Saturday and Sunday.

Support with dealing with the loss of a loved one

Frequently asked questions 

Yes. You’ll need to share information from their death certificate with us.

No. We only need some key details from their death certificate, so please have it to hand when you get in touch. 

This will depend on how you’ve decided to cancel their account: 

Cancelled without moving their number to another network

We’ll set the cancellation date to the next bill date. This is to make sure a higher bill isn’t created. 

Cancelled and moved their number to another network 

Their account will be cancelled as soon as the PAC is used. If it’s not used, the account will be cancelled 30 days from when the PAC was originally requested.  

Don’t worry – we’ll make sure the balance is cleared at the time of cancelling. 

Yes. Our bereavement team will get in touch to help you to arrange this. Please note this will be subject to a successful credit check. 

Yes. We can change the ownership of both Pay As You Go and Pay Monthly accounts. Please note that this will be subject to a successful credit check. Or you can transfer the number to a different network provider.

No. Life Ledger will send us all the information we need. If you’ve used Life Ledger, we’ll email you to confirm when the account has been cancelled. 

If you call to cancel the account, we’ll confirm the cancellation date with you then. We’ll also send a final bill which can be used as written confirmation of account cancellation. 

Once we’ve received the required information from the executor of the estate, we’ll begin taking action to close the account. We won’t ask for the device or sim to be returned as part of this process. 

The sim will stop working when the account is cancelled.

Unfortunately, we’re unable to move pay monthly accounts to Pay As You Go when the account holder has passed away. This is due to system limitations. We do have other options which allow you to keep the number. These include providing a PAC or processing a change of ownership. 

We’ll still be able to process requests when a person has passed away abroad. You’ll need the death certificate to report this to us. 

If you need the account to remain active for longer to help with arrangements, please let us know and we’ll support you in any way we can. 

We are unable to send cheques. However, we can process refunds directly to the executor of the estate after the relevant information has been received.