Dear [Member Name],

You recently may have received a Summary of Accumulation (SOA) showing your out-of-pocket costs for the calendar year (January 2015–December 2015) instead of the plan year (July 2015–June 2016).

The issue has been fixed. We apologize for the reporting error and hope to answer any questions you might have.

What is an SOA?

An SOA (Summary of Accumulation) is a statement showing the out-of-pocket costs you’ve paid for the year.
It’s not a bill, but it tells you how close you are to reaching your plan’s deductible and out-of-pocket maximum.

What happened?

In November 2015, one of our system updates reset the reporting dates on some SOAs. As a result, these SOAs showed costs for the calendar year instead of the plan year.

We were able to fix the issue as soon as members alerted us in February.

It’s important to know that the system error only affected the dates on these SOAs.

We’re here to help

Member satisfaction is one of our highest priorities. We apologize for any confusion this may have caused. If you have any further questions, please call 1-800-XXX-XXXX (TTY 711), 24 hours a day, 7 days a week (closed holidays).

You can also find information and answers on kp.org:

• To contact Member Services online, visit [redacted] and complete the online form
  (sign-on required).

• To estimate your future care costs, visit [redacted].

We look forward to continuing our service to you.

Sincerely...