User guide
Papaya Care

Download the app and sign in

Sign in with the email or phone number you gave when you joined the insurance plan. There is no password to create: each time you sign in, Papaya sends you a one-time code (OTP).

1. Download Papaya Care from the App Store or Google Play (QR codes on the cover), then open the app.
2. Choose a language (Vietnamese or English), tap Next, then tap Try now!
3. Enter your email or phone number and tap Sign in. You can also sign in with Apple, Google, a passkey or Microsoft.
4. Enter the 6-digit OTP sent to your email or phone. No code yet? Wait for the countdown to finish, then tap Resend OTP.

The home screen

After you sign in, everything starts from the Care screen. The bar at the bottom has the Care, Claims and Settings tabs.

Papaya One	Submit a claim by uploading photos of your documents; AI fills in the details for you (Part 5).
Insurance eCard	Your cards and your family's, benefits, and remaining limits (Part 3).
Submit a claim request	Submit with Papaya One or the traditional method (Parts 5, 6).
Direct Billing Medical Provider	Map and list of hospitals and clinics that offer direct billing (Part 4).
Emergency call	Quick dial for Ambulance 115, Fire 114, Police 113.
Contact support	Papaya's support email and hotline.
Medical check-up booking	Book a health check-up, if your plan includes it.
Forms and templates	Download forms you need for a claim.
FAQ	Frequently asked questions.
Notification bell	Top right: updates about your claims (Part 7).

The tiles you see depend on your insurance plan.

Insurance eCard and benefits

The eCard replaces the paper card. If you have more than one card (for example, for family members), swipe sideways to switch.

1. On the Care screen, tap Insurance eCard.
2. Tap the card to see its details: policyholder, card number, validity and benefit group.
3. Tap the tiles below the card to look up:
   • Insurance benefit: your benefits and how much each pays.
   • Waiting period: how long you wait before each benefit can pay out.
   • Insurance limit: what remains of your limits this policy year.
   • Co-payment: the share of costs you pay yourself (if any).
4. Save eCard to device saves a picture of the card to your phone, so you have it even offline.

Direct billing at medical providers

At a provider in the direct-billing network, you don't pay upfront for the costs your insurance covers.

Find a provider

1. On the Care screen, tap Direct Billing Medical Provider and choose a card.
2. The map shows providers near you. Pull the search panel up to see the list, or type a hospital name or address.
3. The Direct billing tab lists providers that accept direct billing; Not supported lists those that don't. Tap the phone icon to call, or the directions icon to open maps.

At your visit

1. Open Insurance eCard and tap Direct Billing to show your card details.
2. Show this screen at the provider's insurance desk, with your ID if asked.

Submit a claim with Papaya One

Papaya One is an AI assistant that submits your claim in one step: upload photos or files of your documents, Papaya One reads them and fills in the details, and you review and confirm.

1. On the Care screen, tap the 🚀 button in the Papaya One panel. Or tap Submit a claim request, choose a card, then choose Papaya One.
2. Tap Add documents and pick your documents: Camera to take a photo, photos from your library, Documents for a PDF, or Paste a copied image. Upload every document you have (invoices, prescriptions, test results…).
3. Papaya One reads the documents and extracts the details. If something is missing or a photo is blurry, it asks you, and you answer right in the chat.
4. Review the claim summary, tick the declaration that the information is correct, then tap Confirm and submit claim.
5. When you see “Your claim has been submitted successfully!”, tap View claim detail to follow it.

Submit a claim the traditional way

To fill in each step yourself, choose the Traditional method.

1. Tap Submit a claim request, choose the insured person's card, then choose Traditional method.
2. Choose the admission type: Inpatient, Outpatient, Dental or Maternity (depending on your benefits).
3. Fill in Treatment information: the amount you are claiming and the details asked for. You can add an email for notifications. Tap Next.
4. Fill in Payment receipt information: choose a bank and enter the account number, or select from recently used accounts. Tap Next.

Upload documents and submit

5. On the Claim Document screen, tap each document type to upload it. Items marked * are required (for example Payment invoice); the others, such as the prescription or itemized bill, are only needed if you have them.
6. Choose Take pictures, Upload or Choose from document. You can also copy an image and tap paste it here. Tap Save when done.
7. When all documents are in, tap Next to review the whole claim.
8. Check the details, tick the declaration, then submit. If asked, enter the OTP sent to your phone or email to confirm.
9. The “Claim submission completed” screen confirms Papaya has your claim. Papaya will contact you by email or phone if it needs more information.

Track and supplement a claim

1. Tap the Claims tab at the bottom. The top shows the total reimbursed; below is the list of claims and their status (for example In Assessment). Claims with a heart icon are direct-billing claims.
2. Tap a claim to see its details and progress: Case submission → Assessing Insurance Claim → Deliver payment.
3. When Papaya needs more documents, tap Supplement Document, choose the document type, upload it and tap Submit.
4. Tap the bell on the Care screen to see updates about your claims, for example when a claim is approved for payment.

Support and settings

Getting help in the app

• Emergency call: quick dial for Ambulance 115, Fire 114, Police 113.
• Contact support: choose a card to see the support email and hotline for your plan.

Settings

• Change Language: switch between Vietnamese and English.
• Appearance: light, dark, or follow your phone.
• Account management: add a sign-in email or phone number.
• Face ID & Password: open the app with Face ID or your fingerprint.
• Passkey: create a passkey for faster sign-in.
• Log Out.

Frequently asked questions

I didn't get the OTP.

If you signed in with email, check your spam folder, and make sure the phone number or email is correct. Wait for the countdown to finish, then tap “Resend OTP”.

Can I submit a claim for a family member?

Yes. At the card step, choose the family member's card. Their card appears in the app if they are covered under your plan.

Should I use Papaya One or the traditional method?

Papaya One is faster: upload your documents and AI fills in the details. The traditional method suits you if you prefer to fill in each field yourself.

How long does a claim take?

Follow the status in the Claims tab. Papaya notifies you in the app when a claim needs more documents or has been paid.

My claim needs more documents.

Open the claim, tap “Supplement Document”, upload what is asked for and tap “Submit”.

Why do my benefits or features look different from this guide?

Benefits, limits and some features depend on your insurance plan. The pictures in this guide use a sample account.