A discussion with Enterprise Mobility’s Jennifer Everett

During the COVID-19 pandemic, supply chain disruptions, staff furloughs and retirements, along with other factors led to a significant increase in length of repairs. On the insurance replacement rental car side, Length of Rental (LOR) also increased, causing significant cost and inefficiency increases for collision centres and insurers. Yet, recent trends have pointed to LOR declining. In Q1 of this year, Enterprise Mobility reported that overall LOR for collision repair rentals stood at 15.7 days, which represented 0.5 day decline from the same period a year earlier (see report at the end of this interview). This follows an overall trend, where LOR has continued to decline since 2023, though going back as far as 2020, recent LOR data indicates still shows that the average length of rental remains three days longer today than it was six years ago. Regional data shows that Newfoundland and Labrador had the highest LOR at 18.3 days, while the lowest was Prince Edward Island at 13.4 days. Ontario stood at 16.8 days, Quebec at 16.1 while Nova Scotia had a LOR of 17 days, Alberta at 18.8 and New Brunswick at 16 days. While the numbers did vary significantly across those provinces that have private insurance, the overall average shows that LOR is on the decline, which means for all stakeholders in the collision repair sector, things are appearing to be moving in the right direction. To gain insights into these trends and the situation across Canada, Autosphere interviewed Jennifer Everett, Vice President, Replacement and Leisure, Canada, Enterprise Mobility. Here’s what she had to say:

Autosphere: Looking at the overall findings from the Enterprise Mobility Q1 report, what are some of your key observations regarding LOR across Canada?

Jennifer Everett: We’re encouraged to have seen LOR continue its gradual decline in Q1, reflecting ongoing stabilization across the repair ecosystem following the disruptions of the past few years. While still elevated compared to pre-pandemic levels, the improvement suggests stronger parts availability, more consistent workflows and improving repair capacity across many markets, alongside continued collaboration between insurers, repairers and mobility partners. At the same time, regional variability remains an important consideration as we work together to drive further efficiencies.

AS:What do you think have been some of the key factors in the higher LOR being seen in Newfoundland and Labrador, relative to other provinces?

JE:  There are many factors that influence LOR, including repair complexity and severity, claims handling processes, parts availability and repairer backlogs. In Newfoundland and Labrador specifically, geography plays a meaningful role as well. Its remote location can impact supply chain timing, including parts delivery and transportation logistics. In addition, significant weather events in recent months have further compounded these logistical challenges, creating delays even when all parties are working to move repairs forward efficiently. These factors can extend repair cycle times, particularly for more complex repairs. This reinforces the importance of close coordination across the ecosystem to help mitigate delays and support customers in those markets.

AS: Are there any other factors that are influencing declines in LOR in most provinces, versus the increased number of days in Newfoundland and Quebec?

JE:  Broadly, the decline in most provinces reflects improvements in supply chains—especially greater availability of parts—as well as ongoing operational efficiencies within repair networks. In Newfoundland and Labrador, extended timelines continue to be influenced by geographic and logistical considerations.

“While still elevated compared to pre-pandemic levels, the improvement suggests stronger parts availability, more consistent workflows and improving repair capacity across many markets, alongside continued collaboration between insurers, repairers and mobility partners.”

–  Jennifer Everett, Vice President, Replacement and Leisure, Canada, Enterprise Mobility

AS: Given the trend toward higher deductibles how do you think that could impact repair claims and by extension insurance replacement LOR?

JE: As deductibles continue to rise, we see shifts in consumer behaviour—potentially delaying repairs or increasing out-of-pocket decision-making. From our perspective, it underscores the importance of maintaining strong collaboration with insurers and repair partners to ensure onward mobility and a seamless experience for mutual customers, regardless of how they choose to proceed with their claim.

AS: Is there anything you’d like to specifically mention regarding Non-Drivable Vehicles and LOR, again, we have seen that Newfoundland is significantly higher, while Quebec has the lowest non-drivable LOR?

JE: Non-drivable repairs remain the most sensitive to repair cycle time pressures, which is why we see higher LOR overall. Body shops are more likely to provide courtesy cars for drivable claims, while turning to rental for longer, non-drivable repairs. This tends to skew LOR numbers and make the period longer. But maintaining a fleet of courtesy cars can be costly, as well as impact shop productivity due to lack of availability. This is where partnering with a mobility provider like Enterprise can enable body shops to focus on their core business of repair and driving workshop utilization.

AS:On total losses, we’ve seen the percentage continue to nudge upward, how do you feel that could impact LOR going forward?

JE:  The continued increase in total loss frequency is something we’re watching closely. Going forward, sustained collaboration and clear communication across stakeholders will be key to helping customers navigate the process efficiently and keeping LOR as optimized as possible.

AS: Is there anything else you’d like to mention regarding LOR in Canada, based on the latest Q1 report findings?

JE: Overall, the Q1 results point to continued progress, but also reinforce that LOR is influenced by a complex set of factors—from parts and labour to regional dynamics. At Enterprise, we remain focused on partnering closely with insurers and repairers to address these challenges together. By aligning around shared goals and supporting our mutual customers, we can continue to drive improvements in cycle time, enhance the customer experience and strengthen the industry as a whole.