We begin this year’s letter with a sense of pride about our accomplishments in 2019. We had plenty of wins, both big and small, including a new enhanced billing portal for our customers, a pilot program for Student Housing, Named Best Places to Work 2019, and created a new Agency Performance Incentive Plan to better reward and recognize our agencies. We finished the year with a combined ratio of 96.3% and Premium Growth of 6.8%. This is our fourth year in a row of profitable growth. All of this is a testament to the commitment and compassion of our partner agencies, our customers and our employees.
It has been a busy year for our Board of Directors as they promoted Jonah Mull, Vice President of Operations, to Executive Vice President/Chief Operating Officer in November 2019. Jonah has been a significant contributor to the development and successful execution of our strategic efforts during his tenure with the company.
Our goals for 2020 include a Combined Ratio of 97.6% and Premium Growth of 6.6%. This year we will focus on transforming the customer experience and providing additional products and services. We will continue to invest in research to better understand our customers’ expectations and unmet needs, launch a customer portal, expand our niche to include Row Homes and Student Housing, and continue to build out our in-house brokerage, Riverside, to provide a total solution for our agents and customers.
As we move forward, we believe Millers Mutual has the right strategy and growth framework to continue meeting and exceeding the needs of our agents, employees and customers. We will continue to be a niche-focused company targeting multifamily housing, affordable housing and commercial real estate with the goal of profitable growth, so we remain a stable, strong option for our agents and customers.
We sincerely appreciate your partnership and look forward to another successful year.
President & CEO