A claim to a deceased customer’s account may differ depending on whether there is a nominee, a surviving account holder, legal heirs or a dispute. It is not correct to assume that the same document or a court certificate is mandatory in every case.

Understand the law and process

First, check the account’s operating instructions and whether a nomination has been made. Where there is a nominee, the bank’s discharge and the family’s final beneficial entitlement are separate questions. The documents required may differ if there is no nominee, the account is joint, a will exists or the heirs are in dispute. The bank should explain the process in accordance with its applicable claim-settlement policy and current RBI directions. Record separately the date on which any incomplete documents were submitted and the date on which the claim was actually complete, since this affects how the time limit is assessed. Rather than treating an employee’s oral request as the final rule, it is better to ask for a written checklist.

In detail: What factors may change the outcome?

The family should first make a list of all accounts, deposits and loans. Merely knowing the debit card or PIN does not give anyone the right to operate the account after the account holder’s death. Avoid unauthorised withdrawals and inform the bank of the death. If an heir disagrees, concealing that dispute when making a declaration may create serious problems later.

What should you do?

1. Notify the bank with the death certificate and ask for information about the nomination and survivor instructions.
2. Obtain a written checklist of the claim form and the required identity and heir documents, and submit a complete application.
3. If there is an unnecessary delay or an additional requirement, ask the bank’s grievance department for the policy basis.

Which documents should you keep?

Keep the death certificate, account details, the nominee’s/heir’s identity documents, claim acknowledgement and any applicable succession documents.

Hypothetical example

Of the two accounts held by a deceased father, one had a nominee and the other did not. The family assumed that the same process applied to both. After obtaining an account-wise checklist from the bank, the differing requirements and the documents actually pending became clear.

Does payment to a nominee end all the rights of other heirs?

Not necessarily. Payment by the bank and the final rights of succession are separate questions; the type of property and the applicable law matter.

Sources and related rules

• PNB deceased depositor claims guidance
• RBI — Commercial Banks: Responsible Business Conduct Directions, 2025, current consolidated source
• Shakti Yezdani v. Jayanand Jayant Salgaonkar — 2023 INSC 1076; effect of nomination of shares

Editorial review: October 26, 2026. This is general legal information. The outcome may vary depending on the facts of the case, applicable state law and subsequent amendments.