Firstly, we empathize with you during this time. We do our best to assist and make this process as easy as possible for our customers in this situation. We know that no amount of time can make losing a loved one easier, but we have provided a process that allows time to address any CUC accounts.
We do require that all CUC accounts be in the name of living individuals. Once CUC receives notice that an account holder is deceased, a note is placed on the account for a period of 60 days. Once the 60 days has elapsed, we will reach out to the contact details on the account or visit the property with a letter advising of next steps. Next steps include transferring the account into a surviving individuals name. For more details on our procedure, please email us at firstname.lastname@example.org.
If you would like to close the account:
To close the CUC account we require a copy of the death certificate and completion of a Termination Request Form.
If you need to transfer the account into your name:
We will require a copy of the land registry or lease agreement which includes your name, or the will in probate/testate, or letter of administration confirming your entitlement to the property in question.
In addition, we will also require that all of our application criteria be met as per our procedures, which can be viewed here.
*It should be noted that a deposit may be required to establish the account in a different name.
If you would like to access the bills:
While you are gathering all the necessary documentation, we can assist by providing information on any bill amounts needed to remit payment. However, we will require the account to be transferred to a PrePay service or into the name of the authorized living individual or company within 45 days.
If you would like to amend the contact details:
If an account is in your name and the deceased's, you can complete a Customer Update Form to change any contact details as normal. Completing an Update Form will not transfer the account, see that information above.
If the account is in the deceased’s name solely, the beneficiary can update the information once the following are received. However, we will require the account to be transferred to a PrePay service or into the name of the authorized living individual or company within 45 days.
- Death Certificate
- Will in Probate/Testate, or, Letter of Administration
- Land Registry
- Photo ID (beneficiary)
If you need a Payment Plan or Extension:
If the account is solely in the name of the deceased, a living individual with their own CUC account, must complete a personal guarantee before credit facilities are approved. The guarantee will be valid for 45 days, this provides time for the surviving responsible party to put the account into their name.
If the service is disconnected:
If the account is disconnected and solely in a deceased’s name, the delinquent amount must be cleared in full, and the account will be transferred to PrePay service for an initial period of 45 days, this provides time for the surviving responsible party to put the account into their name.
If the family is unable to get the necessary documents and legal proceedings completed within 45 days, the account will remain in PrePay service for a period of 6 months, allowing additional time to resolve the matter.