Citizens Property Insurance Seeks New Document Generation Software: Key Insights into ITN 25-0010

Florida’s state-run insurer of last resort, Citizens Property Insurance Corporation, has released a significant procurement opportunity that deserves attention from document generation software providers. ITN 25-0010 seeks a comprehensive solution for generating insurance policy documents through integration with Citizens’ Guidewire platform.

What’s the Opportunity?

Citizens is looking for a vendor to provide document generation software that can produce policy documents, renewals, billing invoices, claims communications, and various other correspondence both automatically and through user-initiated processes.

The anticipated contract includes a five-year initial term with optional renewals up to an additional five years—potentially a decade-long relationship worth millions. The ITN was posted on April 4, 2025, with responses due by May 13, 2025.

The Inside Scoop

Reading between the lines of the solicitation documents reveals several strategic insights worth noting:

1. This is a re-compete of an existing contract. Citizens currently uses Smart Communications for these services, with that contract running until March 9, 2027. The early solicitation indicates Citizens is planning well ahead—either to negotiate favorable terms or to allow ample time for implementation if switching providers.

2. Citizens wants options if things go south. The ITN explicitly states that contingent contracts may be awarded to backup vendors to “ensure continuity of Services” if Citizens can’t execute with the primary vendor, reaches a “no-go” decision during discovery, or if the selected vendor fails to perform.

3. Functionality trumps price. The evaluation criteria heavily weight software capabilities (35 points) over price (20 points), signaling that Citizens prioritizes finding the right technical solution above cost concerns.

4. The incumbent has a clear advantage in one area. In a telling provision, the ITN notes that the incumbent (Smart Communications) won’t need to complete the Implementation Services section of the questionnaire unless they’re proposing a different product—and they’ll automatically receive the highest score in this 15-point category. That’s a significant head start.

5. Integration is crucial. Citizens repeatedly emphasizes the importance of integration with their Guidewire Insurance Suite, suggesting vendors with proven Guidewire integration experience will have an edge.

Key Technical Requirements

Citizens is seeking software with these core capabilities:

• Automated document generation directly from their insurance systems
• Ad hoc correspondence generation with user-friendly template editing
• Template management for non-technical users
• Multi-channel distribution supporting both electronic (email/SMS) and print formats
• Workflow capabilities including approval processes
• Integration with existing Guidewire systems

Strategic Considerations for Vendors

If you’re considering pursuing this opportunity, here are some critical factors to address in your response:

1. Implementation approach: Citizens expects a phased implementation with clear stages for design, installation/testing, and training. Your implementation plan should demonstrate how you’ll minimize disruption while ensuring a smooth transition.
2. Migration strategy: With an existing document generation system in place, your proposal should detail how existing templates will be migrated and validated.
3. Support model: Citizens places significant emphasis (15 points) on ongoing support, upgrades, and training. Detail your support tiers, response times, escalation protocols, and upgrade processes.
4. Cloud and on-premises options: Citizens appears open to both cloud-native (vendor-hosted SaaS) and on-premises solutions, so be clear about your deployment options and their respective advantages.
5. Disaster recovery: Given Florida’s hurricane risks, robust disaster recovery capabilities with clearly defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) will be essential.

Important Dates

Mark these key dates on your calendar:

• Pre-Reply Conference: April 14, 2025
• Questions Due: April 18, 2025
• Answers Posted: May 2, 2025
• Replies Due: May 13, 2025
• Evaluation Committee Meeting: June 24, 2025
• Vendor Negotiations: June 26 – August 15, 2025
• Intent to Award Announcement: August 18, 2025

Competitive Landscape

Smart Communications, the incumbent, naturally begins with certain advantages—established integration, institutional knowledge, and the implementation scoring benefit noted earlier. However, the extended timeframe until their current contract expires suggests Citizens is genuinely open to alternatives that might offer superior functionality or value.

Document generation software providers with insurance industry experience and Guidewire integration capabilities should view this as a significant opportunity. The RFP’s emphasis on user-friendly template editing and workflow capabilities suggests Citizens may be looking for improvements in these areas.

Final Thoughts

This procurement represents an attractive opportunity for document generation software providers, particularly those with property insurance experience. While the incumbent has some advantages, Citizens’ willingness to begin this process nearly two years before the current contract expires suggests they’re open to change if a compelling solution emerges.

Smart vendors will demonstrate not just technical capabilities but a thorough understanding of the unique requirements of Florida’s property insurance market—including compliance with the state’s extensive notification requirements and the ability to rapidly scale during hurricane season.

Whether you’re a major player or a specialized solution provider, this procurement deserves serious consideration. The deadline of May 13 gives you just over a month to prepare a comprehensive response that addresses both the technical requirements and strategic considerations discussed above.